Field Service Engineer

Summary:

The Engineer will be responsible foron-site service activities of Covaris instruments.  When not traveling, this role will also serve as a contact and problem-solver for technical support questions received by phone or email.  The engineer will work with customers and other Field Service personnel to schedule travel and customer visits for on-site repair and preventative maintenance.  This position will report to the Director of Global Service.

Essential Responsibilities:  The employee may be required to perform all or a combination of the following essential responsibilities as determined by business necessity.

• Performs all field service activities including, but not limited to, installation and IQOQ of instruments, on-site repair, and preventative maintenance visits.  Communicates directly with each customer account for scheduling and follow-up.Communicates regularly with Territory Sales Managers regarding account activity.

• Diagnoses customer maintenance issues in conjunction with technical support, identifies what service is required, recommends the service to the customer, obtains service order from the customer, initiates service requests and orders using Salesforce, performs essential work to complete and document each service request, and follows up with account where required. Responsible for customer facing service reportupon case completion.

• May monitor technical queue when not traveling.

• Provides feedback to develop technical service notes and service manuals.

• Maintains accurate trunk stock and calibrated tools ensuring compliance with recalibration dates.

• Position will be based in Southern California and require up to 80% US travel in and around southwest United States.

Non-Essential Responsibilities:  In addition to the essential responsibilities listed above, the employee may be required to perform other non-essential functions.  Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

Basic Qualifications:

• At least a 2 year degree in an Engineering or Technical discipline.

• Interest and ability to work with customers via phone, email or face-to-face.

• 3+ years of experience in an Engineering, Manufacturing, or Service environment, preferably in a technical service organization.

• Familiar with electronic testing procedures, mechanical repair, and maintenance of motion system.

• Experience with advanced measurement tools, such as multi-meters, oscilloscopes a plus

Desired Qualifications:

• Instrument assembly/disassembly skills and knowledge

• Computer skills using Microsoft Office Suite, Salesforce, and internet competence.

• Ability to work individually or in a team environment.

• Ability to effectively manage and travel in a large geography (United States).

• Detail oriented.