Lighthouse Lab Services · 2 days ago

Field Service Engineer III

Boston, MA

Full-time

Onsite

Mid Level

$65K/yr - $80K/yr

4+ years exp

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Responsibilities

Respond to and facilitate the repair of diagnostic equipment that has failed at the customer site

Provide direct technical phone support to customers

Ensure appropriate Service Call escalation measures are implemented if a customer remains down more than 8 hours after initial service call

Provide Preventive Maintenance (PM) Inspections for 'Warranty' and 'Service Contract' customers

Assist in scheduling, coordinating, and performing new product installations, operator training, and assay validation activities at the customer site

Provide in-service training to customers on operations and general preventive maintenance as required

Communicate and document all customer interactions in relation to Quality System requirements

Track and trend PM's and service call metrics to measure instrument performance and customer satisfaction

Work on several projects simultaneously

Qualification

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Maintenance of Sciex MS/Shimadzu LC equipmentDiagnosisAnalytical instrumentationComputer skillsProject managementQuality System managementProblem-solving communicationPositive attitude prioritizeMultitasking managementCross-functional collaborationWillingness to travelReading diagramsInterpreting diagramsAnalyzing diagrams

Required

Associate degree, Technical School degree or greater preferred.

4-6 years of experience in the maintenance of Sciex MS/Shimadzu LC equipment or other LCMS manufacturers required.

Demonstrate a proven ability to diagnose and resolve problems on sophisticated analytical instrumentation

Excellent verbal and written communication skills with experience in dealing with customers in a positive and professional manner

Ability to prioritize Service Requests and Preventive Maintenance schedules

Must be skilled in the use of a computer to complete service call inputs/outputs

Ability to multitask and work on several projects at the same time

Must possess strong management skills in assisting immediate manager with service call, installation and preventive maintenance coordination and scheduling.

Strong ability to communicate and work cross functionally with Sales, Quality and upper management to ensure all Quality System goals are met and maintained

Willingness to travel: 70% (Required)