Job Summary:

The Field Service Engineer will be responsible for coordinating and executing field service activities of Covaris instruments, serving as the first point of contact for technical support questions, and coordinating and performing on-site repair and preventative maintenance. Operating under general supervision, this role is expected to work independently, relying on extensive experience and judgment to plan and accomplish goals. This position reports to the Director of Global Service.

Responsibilities:

Coordinate and perform all field service activities, including but not limited to, installation of instruments, on-site and depot repair, and preventative maintenance visits. Communicate directly with each customer account for scheduling and follow-up. Communicate with Territory Sales Managers regarding account activity. Maintain service customer records in CRM to track warranty and service plans for every instrument, as well as maintain account contact information. Initiate service requests using the CRM database, perform essential work to complete each service request, and follow up with accounts where required. Be responsible for service reporting from the field and depot service. Respond to and take action regarding the technical support telephone line and technical support email address. Assist Engineering and Manufacturing with the investigation of production and/or design problems with the current inventory of instruments. Make recommendations in written format for modifications to design and manufacturing procedures learned from the field. Provide input and guidance for repair procedures. Develop and edit SOPs for service and repair. Maintain strong working relationships with US Production, Service, and Engineering functions to ensure proactive implementation of Covaris best practices.

Location:

Remote position based in North Carolina or Maryland with ability to travel as needed.

Qualifications:

Bachelor's degree in a Scientific, Engineering, or Technical discipline. Interest and ability to work with customers via phone or face-to-face. 5+ years of experience in Engineering, Manufacturing, or Service environments. Experience working in a laboratory/clinical environment is an advantage. Familiarity with electronic testing procedures. Experience with advanced measurement tools, such as multi-meters, oscilloscopes, is a plus. Instrument assembly/disassembly skills and knowledge. Computer skills using Microsoft Office Suite, CRM systems, and internet competence. Ability to work individually or in a team environment. Ability to effectively manage own schedule and be capable of working with a degree of independence when required.

Reasonable Accommodation :

Covaris is committed to the spirit and the letter of the Americans with Disabilities Act. All requirements are subject to possible modification to reasonably accommodate otherwise qualified individuals. The annual compensation range for this full-time position is $90,000 to $97,000. 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