Work Location: Johnson & Johnson Springhouse, PA
Position Details:
We are searching for an experienced Field Service Engineer to support our expanding install base of laboratory automation platforms. You will be responsible for the installation, maintenance, and repair of hardware and device platforms at a specific customer site and be key to the adoption and ongoing utilization of HighRes Biosolutions’ platforms and products, requiring a professional, customer-centric approach combined with excellent problem-solving and technical skills.
You will have the opportunity to partner with Automation Support Engineers, Field Application Specialists, and your Account Manager to drive customer satisfaction and customer success. This role is an embedded position based at a larger customer site in Pennsylvania, with some infrequent travel to our HQ near Boston.
What you will be doing:
- Troubleshoot, repair, and maintain the full range of HighRes devices, systems, and automation platforms.
- Deploy and calibrate robotic systems at customer sites.
- Provide rapid response to customer support requests, initiating troubleshooting and triage of customer-reported product issues.
- Complete accurate and timely documentation of support case issues, activities, and resolution.
- Collaborate with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
- Train customers on routine operation of devices and perform basic Cellario software training.
- Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
- Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques.
- Mentor and train junior-level FSE’s and contribute to overall professionalism and service delivery excellence of HighRes’ Customer Service.
- Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery.
- Occasional co-ordination with laboratory instrumentation and robot third-party device manufacturers to achieve tier 2 and tier 3 issue resolution.
- Manage and maintain field service spares and a service inventory accurately.
