at TA Instruments in New Castle, Delaware, United States
Lab Automation Service and Support Engineer
CG Tech Sales Support
US-MA-Milford | US
Following the acquisition of Andrew Alliance SA by Waters Corporation in 2020, the Service & Support Engineer will play a critical role in the rapid, successful expansion of its award-winning lab automation products to customers in the pharmaceutical, biomedical research and food & environmental sectors.
The successful candidate will be able to provide technical training and day to day support to the global service organization, internal technical support groups and repair department, as well as customers (escalated requests), using innovative web tools. Leveraging an essential combination of customer facing skills and technical expertise, the role provides a highly varied and exciting combination of troubleshooting and identifying solutions to ensure customer satisfaction, coupled with the opportunity to gain experience in the maintenance, repair and validation of state-of-the-art Automation and Robotics related products and technologies (https://www.andrewalliance.com/pipetting-robot/).
The position of Service & Support Engineer, involves leading the definition of service requirements for new products as part of a rapidly expanding product team. This role coordinates development, completion and distribution of Service product introduction packages and training packages.
This role is a genuinely exciting, and unique, opportunity to make your mark in a rapidly expanding organization, within a well-established brand and global leader in life science products.
Typical tasks of the position include, but are not limited to
Provide real time support customer requests and Field Service force on Automation and Robotics related products, computer-based systems, and application specific modules. Primary contact is via Intercom or email.
Establish and maintain an effective relationship with the Customers and rest of support team with a focus on achieving a consistently high level of customer satisfaction.
Diagnose errors or technical problems and determine suitable solutions.
Provide technical service training on new and existing products to new hire personnel, field service, and internal support personnel.
Coordinate and input product related issues to Quality organization and Product Management. Document service procedures and technical service notes.
Document calls. Complete follow up system transactions.
Plans, designs, implements, and evaluates service training programs. Coordinates and completes product training package.
Provide on-site assistance to Waters' Field Organization as directed by support manager.
Test, evaluate and repair customer instruments as required within the scope of Service Support.
Participate in new product projects, i.e., training, spare parts activities, identification and use of specialized tools by using defined Quality process, etc.
The successful candidate will have a combination of knowledge, skills, and experience that would include the following
BS degree in related technology (or equivalent experience) with focus on mechanics. A basic biological background will be an asset.
2-5 maximum years of experience on related automation industry and products.
Prior customer related or field related experience required in this role. Repair and maintenance of Automation products will be an asset.
Demonstrated interpersonal skills in a customer related field.
Well-developed root cause analysis and troubleshooting skills: an individual with the ability to translate customer information into a problem-resolving proposal; capable of providing professional and clear answers to customer's requests.
Demonstrated passion for continues knowledge and learning.
Excellent telephone, problem solving, analytical and listening skills.
Demonstrated organizational skills, able to handle multiple tasks simultaneously.
Strong technical presentation skills.
Polished written, verbal communication and presentation skills.
New Product process experience (getting product to market) will be an asset.
Familiarity with Linux, and corporate business solutions. (i.e. SAP) will be an asset.
Travel required into Field organization -... For full info follow application link.
It is the policy of TA Instruments to recruit, hire, and retain the best-qualified workforce while meeting the Company’s commitment to affirmative action and equal employment opportunity. TA Instruments does not discriminate against any qualified candidate for employment because of race, color, national origin, ancestry, religion, religious creed, age (40 or older), disability (reasonably accommodated by TA Instruments), medical condition, sex, marital status, sexual orientation, gender identity or expression, protected veteran status, pregnancy, genetic information or any other factor prohibited by law.