POSITION SUMMARY:

The Laboratory Automation Field Service Engineer II will be responsible for installation, instrument qualification, instrument training, preventive maintenance, and all other instrument services for automated plate and fluid handling equipment in their assigned regions. 

DUTIES AND RESPONSIBILITIES: 

• Provide support with site surveys and sales support for MSD’s automated assay processing equipment.

• Installation of MSD instruments at client sites.

• Service, repair, and perform preventive maintenance on MSD instruments focusing on automated plate and fluid handling products. 

• Responsible for maintaining accurate, detailed and up-to-date service records in accordance with company requirements and practices. 

• Assist in the development and delivery of Field Service Training.

• Act as a liaison between instrument service and engineering for resolution of escalated issues.

• Provide clear, actionable feedback on improvements to processes, products, and service offerings. 

• May assist in creating processes, service procedures and checklists from information provided by product development and manufacturing engineers.  

• Specific duties may vary depending upon departmental requirements.

EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree is required in a related field or equivalent work/military experience.

• Minimum 5 years of experience in field service required. A background in Biotechnology instrumentation is preferred.

• Experience with using basic hand tools and inspection equipment required.

• Experience with development of processes, service procedures and checklists for field service is desirable.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong working knowledge of instrumentation alignment, training, and repair.  A liquid handling or robotics service background is preferred. 

o Logical problem-solving skills

o Must possess strong mechanical, electrical, and troubleshooting fundamentals, and analytical background.

o Experience with developing test scripts and analysis of software logs for automation equipment is required.

• A background in the life science drug discovery or clinical laboratory marketplaces is a plus

• Familiarity with ISO Standards.

• Demonstrated ability to organize and move project tasks forward in an orderly and structured fashion.

o Excellent oral and written communication skills.

o Effectively communicate issues/problems and results that impact schedules, accuracy and reliability of data, and product quality.

o Familiarity with ISO, GLP and Good Documentation Practices (GDP) is highly desirable

o Ability to produce clear, concise, and technically accurate documentation.

• Ability to effectively work with internal and external customers and staff. Ability to interact with a high level of patience, tact, and diplomacy, and maintain composure under pressure.  

• Proficiency in MS Windows, Office, and general networking setup. 

• A wide degree of flexibility is expected including the ability to multi-task and work productively in a demanding production environment with changing priorities

• Ability to work independently, as an effective team member, and with all levels of the company.

• Ability to travel and work outside normal business hours as needed.

PHYSICAL DEMANDS:

• While performing the duties of this job, the individual is frequently required to sit, talk, and hear. The individual is occasionally required to walk, stand, and squat; use hands and fingers to operate, handle, or feel objects, tools or controls; reach with hands and arms. 

• The individual is required to move/lift up to 50 pounds and may occasionally assist in moving/lifting objects of greater than 50 pounds but not to exceed 75 pounds.

WORK ENVIRONMENT:

This position requires up to 100% travel within the designated territory to customer sites up to five days a week.