Automation Service Engineer - Charleston

Job Description

We are seeking a Field Automation Service Engineer to support customers within Charleston, SC and provide additional field support nationally as needed. This is a remote, customer-facing position requiring strong technical troubleshooting skills, independence, and a commitment to delivering exceptional customer experience. The shift is 10 AM to 7 PM.\n
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Key Responsibilities

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• Respond promptly to customer service needs, including equipment installation, preventive maintenance, upgrades, troubleshooting, and repairs.
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• Diagnose and service complex automated laboratory and diagnostic equipment using electronic test equipment, schematics, software tools, and technical documentation.
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• Work with automated laboratory systems, robotics, microbiology, molecular diagnostics, analytical instrumentation, and related laboratory technologies.
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• Partner with service and support teams to identify and generate field-service opportunities, including billable maintenance, equipment moves, and related services.
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• Set and manage customer expectations by clearly communicating work performed, findings, recommendations, and follow-up requirements.
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• Coordinate proactively with customers to schedule and complete system upgrades, maintenance, and other service activities.
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• Accurately document customer complaints, service activities, equipment issues, and resolutions in applicable service systems.
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• Maintain company-provided vehicle, spare parts inventory, tools, test equipment, computer equipment, and other assigned assets in accordance with company policies.
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• Use company purchasing and expense resources responsibly and within established guidelines.
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• Maintain a professional appearance and customer-focused approach at all times.
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• Complete required customer/vendor credentialing and access requirements.
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• Travel for scheduled and unscheduled service visits, including overnight travel. National travel may occasionally be required.
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• Participate in an on-call rotation, including weekends and holidays, approximately every six weeks. On-call responsibilities may include remote support and travel to customer sites.

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Qualifications

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• Bachelor's degree in Engineering, Electronic Technology, etc. or 10 years of relevant experience troubleshooting and repairing complex electro-mechanical, electronic, computer, or electrical systems in commercial, industrial, laboratory, or military environments.
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• Working knowledge of electronics, electro-mechanical systems/mechatronics, PLCs, and pneumatic systems.
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• Intermediate knowledge of computer networking architecture, configuration, and troubleshooting.
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• Intermediate understanding of computer operating systems and software.
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• Ability to communicate effectively with customer IT personnel, laboratory leadership, and technical staff when coordinating software upgrades, maintenance, and system support.
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• Valid driver's license with a minimum of three years of driving history.
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• Ability to work flexible hours and travel up to approximately 50% outside the assigned geographic territory.
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• Availability for on-call assignments as required by business needs.
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• Ability to lift up to 30 pounds frequently and heavier equipment up to approximately 70 pounds as required.
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• Ability to stand, bend, kneel, squat, and perform hands-on service activities for extended periods.
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• Ability to push and pull equipment and materials as required.
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• Ability to comply with applicable personal protective equipment and site-safety requirements.

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Preferred Qualifications

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• Experience with industrial or laboratory robotics and automated systems.
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• Experience with liquid chromatography and/or mass spectrometry instrumentation.
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• Familiarity with laboratory information systems (LIS) and database environments.
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• A+, Microsoft, Cisco, or comparable technical certifications.
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• Understanding of basic computer security concepts and standard security practices.
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• Strong verbal and written communication skills.
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• Excellent customer service and interpersonal skills.
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• Experience working independently in customer-facing field-service environments.

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Salary of $80,000 annually + 3% Bonus\n
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