Job Details
Covaris, LLC (www.covaris.com) is a profitable technology company headquartered in Woburn, Massachusetts, USA. Covaris has developed a proprietary and patented Adaptive Focused Acoustics (AFA) technology platform, which is utilized in sample preparation processes in the analytical and life sciences industries worldwide. Covaris AFA has become the gold standard for DNA fragmenting in the Next Generation Sequencing market. Covaris AFA is used by the largest and most productive genome centers worldwide.
Covaris AFA and other proprietary products have unique and competitive advantages for scientists in genomics, proteomics, and epigenomics research.
Summary:
The Field Service Engineer will be responsible for coordinating and executing field service activities of Covaris instruments, serving as the first point of contact for technical support questions, and coordinating and performing on-site repair and preventative maintenance. Operating under general supervision, this role 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.
This is a remote position based in Raleigh, North Carolina or Baltimore, Maryland with ability to travel as needed.
Responsibilities: The employee may be required to perform all or a combination of the following essential duties as determined by business necessity.
- Coordinate and perform all field service activities, including but not limited to, installation of instruments, on-site and depot repair, and preventative maintenance visits.
- Communicate directly with each customer account for scheduling and follow-up.
- Communicate with Territory Sales Managers regarding account activity.
- Maintain service customer records in CRM to track warranty and service plans for every instrument, as well as maintain account contact information.
- Initiate service requests using the CRM database, perform essential work to complete each service request, and follow up with accounts where required.
- Be responsible for service reporting from the field and depot service.
- Respond to and take action regarding the technical support telephone line and technical support email address.
- Assist Engineering and Manufacturing with the investigation of production and/or design problems with the 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 repair procedures.
- Develop and edit SOPs for service and repair.
- Maintain strong working relationships with US Production, Service, and Engineering functions to ensure proactive implementation of Covaris best practices.
Requirements:
- Bachelor s degree in a Scientific, Engineering, or Technical discipline or equivalent experience considered.
- Interest and ability to work with customers via phone or face-to-face.
- 5+ years of experience in Engineering, Manufacturing, or Service environments.
- 5+ years in a technical service organization.
- Experience working in a laboratory/clinical environment is an advantage.
- Familiarity with electronic testing procedures.
- Experience with advanced measurement tools, such as multi-meters, oscilloscopes, is 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 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 favorable treatment on the grounds of gender, marital status, race, color, ethnic origin, sexual orientation, age, or disability. We also aim to guarantee that all appointments are made purely on the basis of merit.