Senior Field Service Engineer

The Sr. Field Service Engineer I is responsible for installing and maintaining Growth Direct systems to meet or exceed customer expectations. This position requires advanced problem-solving skills, both technically and in handling customer situations. The FSE is an experienced professional with well-developed communication skills who has a full understanding of industry practices and company policies. As a trusted resource, the FSE has earned the autonomy to make decisions on prioritization of field activities with little to no supervision or guidance.

Primary Activities:

• Perform successful installations at new and existing customer sites
• Complete regularly scheduled Preventative Maintenance activities on time 100% of the time
• Provide dependable and reliable service for emergency customer repairs per service levels defined by the Warranty or Service Contract 100% of the time
• Complete all paperwork within departmental goals 100% of the time (Service & Expense reports, SFDC requirements)
• Complete all necessary training on time to meet Quality requirements
• Develop working knowledge of industry practices and company policies
• Support the new instrument Sales Process by performing site inspections

Skills:

• Demonstrated ability to read, comprehend, and interpret scientifically written documentation, including - organizational and instrument procedures, and those from customer/regulatory agencies
• Strength in defining problems, collecting data, establishing facts, and drawing valid conclusions
• Well-developed and professional output of written and spoken communications
• Expertise in decision making as related to prioritizing schedule, making travel choices, and recognizing when to escalate issues to management
• Computer/Microsoft Office proficiency, especially in Outlook, Excel
• Professional email etiquette
• Regularly makes decisions autonomously with little or no guidance/supervision; a trusted resource
• Professional proficiency in Japanese (JLPT N2 or higher) and English to effectively communicate with colleagues globally and understand documentation for the instruments being serviced. Must be able to speak and understand English and read and write Japanese.

Knowledge:

• Experience working with mechanical systems consisting of pneumatic and servo controlled mechanisms
• Experience working directly on software controlled instruments
• Demonstrated experience working in ISO or GMP controlled environments in the life science field
• Acquired knowledge of computer networking
• Previous experience having worked as a field engineer and understanding of appropriate and professional customer handling are required.
• Strong understanding of the FSE role for mentoring and developing more junior FSE’s
• Deep knowledge of procedures to effectively contribute to updates and procedure improvements

Education:

• Minimum KōtōSenmonGakkō (Kosen) mechatronics or equivalent military experience.

Environmental Factors:

• May be required to work on client sites for extended hours
• Weekend on-call periodically required
• Must be able to lift 75 pounds
• Requires extended travel on short notice