Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Able to lift 40 lbs. without assistance, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Will work with hazardous/toxic materials

Job Description

Position Objective:

The Lead Field Service Technician (FST) performs planned maintenance, repairs and other verification/qualification services on a variety of laboratory instruments in assigned territory. The FST engages with customers and provides the highest quality of service in a professional and timely manner.

Candidates must be located within commutable distance of Boston, MA.

Core Responsibilities:

Provides onsite planned maintenance (PM), basic repair services and temperature verificationsDisplays integrity, understanding, tact, fairness and technical knowledge in all customer interactions.Follows all reporting responsibilities for Cloud For Service Ticket dispatch (C4S), addressing any issues that arise, submitting Field Problem Reports (FPR), and Field Service Reports (FSR) promptly and accurately.Is familiar with and follows policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.Maintains their technical proficiency by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors.Handles travel expenses and follows company travel policies and guidelines, ensuring cost-effective and efficient travel arrangements.Completes Qualification & Validation Products at customer sites as requiredCollaborates with internal partners to resolve customer issues and improve processes.Communicates regularly and effectively with managementPerform other related tasks as needed and/or assigned.

Education Requirements:

Requires a bachelor’s degree in engineering, biology, chemistry or related field or equivalent work experience and knowledge.

Required Qualifications:

Effective communication skills, both oral and writtenBasic technical, electro-mechanical and laboratory knowledgeKnowledge of and ability to deliver a high degree of customer satisfactionStrong organizational and administrative skillsUses effective questioning to identify customer needsExercises sound logic and judgment setting work prioritiesAbility to self-direct and requires minimal oversightParticipates as a positive influence to the teamQuickly adapts to change with positive and constructive feedback

Preferred Qualifications:

1+ years of relevant experience in a related science, engineering and/or customer facing role Experience in a clinical, diagnostics and/or other regulated environmentAptitude for learning and understanding IT systems and processesExperience in related product applicationsOpen to relocation as other field service opportunities arise in North America

Working Conditions:

Frequent travel to customer site is required and ranges from 50-75% of work time. Works both in home office as well as in a laboratory environment. Is required to lift up to 40 lbs. May be required to stand for long periods of time while performing duties. Must be able to work safely with chemicals and hazardous materials. Must be able to work overtime and flexible shifts.