Field Service Engineer
PEAK Scientific is the world leader in the manufacture & support of laboratory grade gas generators, providing highly reliable and robust solutions, validated by the world’s leading instrument manufacturers for many laboratory applications, including, LC-MS (Liquid Chromatography – Mass Spectrometry) and GC (Gas Chromatography).
Peak Scientific North America operates from Billerica, MA. This position is a remote role, based in the Madison, WI area. Your travel will be predominantly regionally, with occasional travel to other US areas as needed.
Please note: At this time many of our customers are requiring on-site service personnel to be fully vaccinated against COVID-19. You may be required to share your vaccination status.
As A Field Service Engineer, you will:
Provide a high level of service and technical advice for Peak customers, OEM’s, distributors and internal staff.
This position also involves being a member of the service team as well as working alone on a daily basis. Be prepared, if requested, to provide worldwide service backup or technical support during holidays, sickness etc.
Ensure that a high level of customer satisfaction is provided for the service and support of all Peak Scientific products.
Work with the sales team to develop both the instrument and service business.
Provide back up for service support in the field or the office as required.
Duties and Responsibilities
Carry out routine maintenance, emergency repairs, installations and training as well as general support in a professional, prompt and efficient manner to ensure total customer satisfaction.
Respond effectively and professionally to all customer requests for service and support (telephone and email).
Provide customers with a clear and accurate service report for all work carried out. Submit all service reports at the end of each day or as requested by the office.
Maintain and replenish personal stock of parts and carry out inventory checks as requested. Proactively request personal stock to limit the need for return visits.
Ensure an effective liaison with other Peak departments (sales, marketing, logistics, engineering and production) to ensure a high level of communication and co-operation for all aspects of customer and product support.
Inform service manager and senior field service engineer of all serious customer complaints and escalations.
Take the initiative to continually enhance and develop knowledge and understanding of the complete product range.
Maintain company issued fleet car.
Manage expenses and turn in an accurate expense report by the designated date.
Plan and book all travel requirements to ensure on time service delivery to customers. Work with manager to obtain approval for expensive travel.
Skills and Qualifications
Self-motivation and the ability to work with minimal supervision.
Quick to learn new skills.
Complete and detailed understanding of pressure systems and transportable gases.
Good practical skills and a methodical approach to resolving problems.
Ability to work under pressure against tight deadlines.
Good communication and interpersonal skills.
Able to interface comfortably and effectively both internally and externally at all levels.
Compliance at all times with customer Health and Safety requirement.
Advancement achieved by meeting training requirements set by RSS & Learning Management System at a Field Service technician level.
Living by the Peak Values
Respect customer, supplier, colleague
Freedom with responsibility
Restless constantly striving to improve
Fun & Passion in everything we do
Peak Scientific is an equal opportunity employer and values diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.