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Hamilton Company · 22 hours ago

Service System Engineer - Training Coordinator

US-MA-Franklin

Full-time

Onsite

Mid Level

Hamilton Company is a provider of automation solutions for life science and clinical research. The Service System Engineer will serve as a subject matter expert, providing advanced technical support and training, while ensuring effective problem-solving and communication for escalated automation challenges.

BiotechnologyLife ScienceManufacturingRobotics

H1B Sponsor Likely

Responsibilities

Serve as the System Engineer and subject matter expert, providing advanced technical support to resolve complex automation issues escalated by Field Service Engineers. Travel on-site as needed to deliver hands-on assistance and ensure timely resolution

Act as the primary point of contact for all escalated automation challenges worldwide, ensuring timely communication and effective problem-solving

Lead root cause analysis and corrective actions by determining underlying issues, developing action plans, overseeing solution implementation, and validating results through structured test plans

Support U.S.-based installations, providing technical expertise and guidance to ensure successful deployment

Own all U.S. communications for escalated problems until the implemented solution is accepted by the customer. Responsibilities include providing regular updates on planning, procurement, delivery, implementation, testing, and any necessary rework cycles. Ensure final handover and initiate follow-up calls at predetermined intervals to confirm system performance

Develop and maintain training materials for all U.S.-built products, updating agendas and resources on a regular cadence to ensure accuracy, relevance, and compliance with organizational standards

Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics and scheduling, and conducting post-training evaluations to measure effectiveness and drive continuous improvement

Evaluate and maintain Spare Part Kits, Min/Max stock lists, and Safety stock lists for assigned products

Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production teams to implement effective solutions

Ensure technical documentation is accurate and up to date, including:

Creating service documentation for field upgrades and repairs

Developing and maintaining Service Manuals

Manage escalation flow, providing timely follow-up with customers until issues are fully resolved

Support and mentor Field Service Engineers, offering guidance and technical expertise

Learn and utilize D365 to monitor open calls, manage tasks, and assign work to Field Engineers

Develop and maintain training materials for all U.S.-built products, updating agendas and resources regularly to ensure accuracy, relevance, and compliance

Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics, and conducting evaluations to measure effectiveness and drive continuous improvement

Follow company ISO and Health and Safety procedures to main compliance and operational excellence

Travel up to 25% as required for on-site support and installation

Be able to make decisions and act for customers based on knowledge and experience

Must be able to travel and be flexible, subject to Business requirements

Position requires exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time

Microsoft Windows environment, Active directory, and SQL databases

IP addressing, Remote Desktop Protocols, and Driver Support

Willingness to work additional hours and the flexibility to work overtime as and when required

Qualification

Automation expertiseTechnical supportTraining developmentD365 proficiencySQL databasesLife sciences experienceCustomer serviceProblem-solvingCommunication skillsTeam collaborationFlexibility

Required

BS Degree in Engineering or equivalent professional experience-based knowledge

Experience in automation or similar is essential

Experience working with customers in the life science/clinical/pharmaceutical field would also be an advantage

Fluent in English is necessary

Serve as the System Engineer and subject matter expert, providing advanced technical support to resolve complex automation issues escalated by Field Service Engineers

Travel on-site as needed to deliver hands-on assistance and ensure timely resolution

Act as the primary point of contact for all escalated automation challenges worldwide, ensuring timely communication and effective problem-solving

Lead root cause analysis and corrective actions by determining underlying issues, developing action plans, overseeing solution implementation, and validating results through structured test plans

Support U.S.-based installations, providing technical expertise and guidance to ensure successful deployment

Own all U.S. communications for escalated problems until the implemented solution is accepted by the customer

Responsibilities include providing regular updates on planning, procurement, delivery, implementation, testing, and any necessary rework cycles

Ensure final handover and initiate follow-up calls at predetermined intervals to confirm system performance

Develop and maintain training materials for all U.S.-built products, updating agendas and resources on a regular cadence to ensure accuracy, relevance, and compliance with organizational standards

Evaluate and maintain Spare Part Kits, Min/Max stock lists, and Safety stock lists for assigned products

Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production teams to implement effective solutions

Ensure technical documentation is accurate and up to date, including creating service documentation for field upgrades and repairs

Developing and maintaining Service Manuals

Manage escalation flow, providing timely follow-up with customers until issues are fully resolved

Support and mentor Field Service Engineers, offering guidance and technical expertise

Learn and utilize D365 to monitor open calls, manage tasks, and assign work to Field Engineers

Follow company ISO and Health and Safety procedures to maintain compliance and operational excellence

Travel up to 25% as required for on-site support and installation

Be able to make decisions and act for customers based on knowledge and experience

Must be able to travel and be flexible, subject to Business requirements

Position requires exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects

Sedentary work involves sitting most of the time

Microsoft Windows environment, Active directory, and SQL databases

IP addressing, Remote Desktop Protocols, and Driver Support

Willingness to work additional hours and the flexibility to work overtime as and when required

Beckhoff Twin CAT, Elmo Studio, Vision Systems, and barcode reading

Benefits

Medical, dental, vision insurance

Paid vacation and sick time

Disability insurance

401(k)

Tuition reimbursement

And more

Company

Hamilton Company

Glassdoor3.3

Hamilton Company is a global enterprise with headquarters in Reno, Nevada; Franklin, Massachusetts; and Bonaduz, Switzerland and subsidiary offices throughout the world.

Founded in 2015

Reno, Nevada, USA

501-1000 employees

http://hamiltoncompany.com

H1B Sponsorship

Hamilton Company has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (5)

2024 (1)

2023 (1)