Field Service Engineer

What You'll Do...

• Install, modify, repair, conduct preventive diagnosis, and perform maintenance on the software and hardware of the equipment and systems while adhering to Azenta’s policies, procedures and work direction of supervisor or shift/site lead.

• Supervise the installation of CryoArc Tera systems

• Interface with customers to ensure customer satisfaction with equipment and service levels.
• Maintain a safe and clean working environment by conforming at all times to Azenta's and customer’s work protocols and policies.
• Attain Equipment Service and Operation Certification on equipment and systems as defined.
• Submit reports, such as Service and Status Reports, on all support activities as defined and required.
• Adopt PoC for both customer and internal Azenta Management
• Provide weekly system performance summaries that reports number of system events (weekly, monthly, and rolling), issue pareto analysis, and root cause / corrective actions.
• Assist with sample migration (initial transfer from old format to new format and load into customer Store)
• Productively react to changing priorities such as Tool or Line down and escalations and support organizational and administrative duties.

Requirements

• Degree in mechanical engineering or equivalent in a relevant discipline.
• 3 years + related work experience.
• Strong Electrical & Mechanical background.
• Possess excellent communication skills with the ability to read, write and speak with clarity in the English language and interface effectively with customers and peers.
• Requires excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause of an outage, with the ability to handle problems independently and implement corrective action.
• Ability to work independently in the field while prioritizing issues based on urgency, customer impact, and business needs.

• Strong familiarity and minimally 4 years experience installing CroArc systems, ideally with project of >4 CryoArc systems

• Displays commitment to resolve problems and make independent decisions based upon the priority of the problem in relation to business needs.

• Discretion and independent judgment are required resolving customer issues.
• Available and willing to travel, domestically and internationally as needed, and be available for specific emergency on-call work.
• Must have a valid driver’s license, good driving record, reliable mode of transportation, qualified to obtain a credit card for expenses and able to obtain a valid passport for the term of employment.
• Must be qualified to meet the requirements of background screening by a third-party agency.
• Must be able to lift up to 50 pounds, climb ladders, scaffoldings, and use Personal Protective Equipment.
• Work performed generally will be to support global needs. International travel may be required at times.
• Work schedule is to align with customer needs.
• On occasions, individuals may be asked to be on-call, or work on holidays, or weekends.
• Work in cold environments

Skills

Test Equipment, Troubleshooting, Ensuring Customer Satisfaction, Issue Handling, Equipment Maintenance, Equipment Qualification, International Experience, Customer Management, Decision Making, Electrical Engineering, Electronics, Mechanical Engineering, Technical Support, Resolve Complaints