Field Service Engineer, UK based

Summary:

Responsible for coordination and execution of field service activities of Covaris instruments; first contact for technical support questions; coordinates and performs on-site repair and preventative maintenance. Operates under general supervision and is expected to work independently relying on extensive experience and judgment to plan and accomplish goals. This position reports 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.

• Coordinates and performs all European field service activities including, but not limited to: installation of instruments, on-site and depot repair, preventative maintenance visits. Communicates directly with each customer account for scheduling and follow-up. Communicates with Territory Sales Managers regarding account activity.
• Maintains the service customer records in CRM to keep track of warranty and service plans for every instrument and maintains account contact information.
• Initiates service requests using the CRM database, performs essential work to complete each service request, follows up with account where required. Responsible for service reporting from the field and depot service.
• Responds and takes action regarding technical support telephone line and technical support email address.
• Assist Engineering and Manufacturing with investigation of production and/or design problems with current inventory of instruments. Make recommendations in written format for modifications to design and manufacturing procedures learned from the field. Provide input and guidance for the repair procedures. Development and edit SOP’s for service and repair.
• Maintain strong working relationship with US Production and Service and Engineering functions to ensure proactive implementation of Covaris best practice in Europe.
• Location: England, London area with estimated 50%+ European travel.

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.

Qualifications:

· 4 Year degree in a Scientific, Engineering, or Technical discipline.

· Interest and ability to work with customers via phone or face-to-face

· 5+ years experience in Engineering, Manufacturing, or Service environments

· 5+ years in a technical service organization

· Experience of working in a laboratory/clinical environment a marked advantage

· Familiar with electronic testing procedures

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

· Instrument assembly/disassembly skills and knowledge

· Computer skills using Microsoft Office Suite, CRM systems, and internet competence.

· Ability to work individually or in a team environment.

· Ability to effectively manage and travel in a large geography.

· Must be detail oriented.

· Must be able to manage own schedule and be capable of working with a degree of independence when required.

Reasonable Accommodation: Covaris is an equal opportunities employer. We aim to ensure that no job applicant or employee receives less favourable treatment on the grounds of gender, marital status, race, colour, ethnic origin, sexual orientation, age or disability. We also aim to guarantee that all appointments are made purely on the basis of merit.