Hamilton Storage ยท 23 hours ago
Service System Engineer - Training Coordinator
Franklin, MA
Full-time
Onsite
Mid LevelHamilton Storage provides automation solutions to customers in life science and clinical research. The role involves serving as a System Engineer and subject matter expert, providing technical support, leading root cause analysis, and developing training materials for internal teams and external stakeholders.
Biotechnology
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
Required
BS Degree in Engineering or equivalent professional experience-based knowledge
Experience in automation or similar is essential
Fluent in English is necessary
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
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
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
Follow company ISO and Health and Safety procedures to maintain compliance and operational excellence
Preferred
Experience working with customers in the life science/clinical/pharmaceutical field would also be an advantage
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 Storage
Hamilton Storage is a leading worldwide supplier of automated sample storage systems, serving customers in academic and private research laboratories, pharmaceutical and clinical diagnostic companies and governmental institutions.
Founded in 1998Franklin, MA, US
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase