The Field Service Engineer II is responsible for the following tasks: Installations, service and repair of the Multi-Sample NanoDispenser (MSND), automated liquid handlers, single cell systems, imaging systems, and thermocyclers. The Field Service Engineer II is responsible for meeting the service and repair needs of these instruments as well as driving customer satisfaction through service excellence.
Essential Functions:
- Perform instrument installations at customer site.
- Perform scheduled preventative maintenance visits including calibration as needed.
- Provide troubleshooting support to customers in the field or by phone/email.
- Troubleshoot and repair instrument hardware and software.
- Work closely with Field Support Manager to coordinate customer installations and service visits.
- Maintain records of service and installation reports for each customer.
- Analyze reports of technical problems to determine trends affecting future design, production, service, and maintenance processes.
- Perform system testing prior to shipping instruments.
- Support in-house instruments, performing preventative maintenance and calibration.
- This position does not have supervisory responsibilities.
Education/Certification, Experience, and Competencies:
- BS in a technical discipline in life science or engineering, AS degree with significant experience may be considered.
- Requires a minimum of 3-5 years of prior relevant field service experience.
- Strong understanding of optics, fluidics and electronics is required. Prior experience in troubleshooting and repair of complex instrumentation is highly desirable.
- Must be able to work independently.
- Prior experience installing and upgrading hardware and software is desirable.
- Able to interpret written instructions, engineering drawings and schematics.
- Prior experience with precision low volume liquid handlers and optic systems is highly desirable.
- Good written and oral communication skills.
- Extensive experience using personal computers and all Microsoft Office applications.
- Demonstrates a sense of urgency.
- Ability to travel 50%