Field Service Engineer- Greater Boston
Azenta Life Sciences

Job Info

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Company Overview

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

How You'll Add Value...

The Field Service Engineer performs basic/routine customer support activities involving the installation, modification, repair and preventive maintenance of Azenta's equipment and systems generally at customer sites, to ensure proper working order. Works under supervision following established policies and procedures to ensure company and customer quality standards are met. Discretion and independent judgment are required resolving customer issues. Candidate may be assigned to support a specific customer site, region, or product, depending upon business needs.

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.
• Interface with customers to ensure contract SLA & customer satisfaction levels are maintained with terms of the service agreement/provision
• 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.
• Productively react to changing priorities such as Tool or Line down and escalations and support organizational and administrative duties.
• Adopt PoC for both customer and internal Azenta Mgt .
• Provide weekly system performance summaries that reports number of system events (weekly, monthly, and rolling), issue pareto analysis, and root cause / corrective actions.
• Additional KPI measurement requests throughout the contract period will be considered.
• Assist with sample migration (initial transfer from old format to new format and load into customer Store)

What you will Bring...

• Associate of Science (AS) degree, technical certificate or equivalent is required.
• A minimum of 5 years related work experience or military technical training is required.
• Strong Electrical & Mechanical background.
• Must 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.
• Displays commitment to resolve problems and make independent decisions based upon the priority of the problem in relation to business needs.
• 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 proficient with use of a PC, Windows, and DOS based Operating Systems. Oracle experience highly beneficial. Be able to use the company's standard software to generate reports, presentations and document the daily activities as defined and expected by your manager.

• Work performed generally will be to support global needs. International travel is required at times.
• Work schedule is to align with customer needs.
• On rare occasions, individuals may be asked to be on-call, or work on holidays, or weekends.
• Work in cold environments

Working Conditions/ Schedule

• Remote-based position; must be available and willing to travel, domestically and internationally as needed, and be available for specific emergency on-call work. Depending upon business needs travel can vary greatly to as high as 80-90% of the time.
• Must be able to lift up to 50 pounds, climb ladders, scaffoldings, and use Personal Protective Equipment.
• Must be able to work in awkward positions and in confined spaces.

EOE M/F/Disabled/VET

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