Service Engineer II

Job Description

Job Description

About the Role: 
The Service Engineer II serves as a technical liaison with customers, for performing technical services and support on the PBS bioreactor product as well as resolving any technical issues that may occur on the PBS bioreactor based on solid understanding of its design and components.  This person should be proficient with diagnosing problems, replacing and upgrading hardware/ software components, and documenting services accurately while maintaining proper care and equipment of tools.  This person is also responsible for helping to develop and maintain field service documents. 

Primary Responsibilities

• Perform scheduled on-site services, including IQ/OQ, system installation, preventative maintenance, troubleshooting, and resolution of PBS bioreactor hardware- and software-related issues through calls, emails, and on-site visits, ensuring timely execution, professional customer support, and accurate documentation. Issues beyond the scope of Service Engineer I may be escalated to this role.
• Support customer complaint investigations and product feedback processes by gathering field data, documenting findings, communicating relevant customer input to internal teams, and collaborating with Quality, Engineering, and Manufacturing to identify root cause and corrective actions.
• Serve as a backup internal resource for developing user requirements for product development and communicating applicable customer feedback to internal teams.
• Develop, maintain, and contribute to field service documentation, including procedures, service reports, work instructions, technical documentation, and investigation reports, ensuring records are clear, accurate, and complete.
• Provide necessary training for onboarding new Service Engineers. 
• Maintain and manage the tool sets assigned for bioreactor testing and field services. 
• Lead bioreactor configuration for all new units

Minimum Qualifications

The following are the minimum qualifications that an individual needs in order to successfully perform the duties and responsibilities of this position.  Please note that the minimum qualifications may vary based upon the department size and/or geographic location.

Knowledge/ Experience

• Bachelor’s degree preferred in Mechanical Engineering, Electrical Engineering, or a related technical discipline, with a minimum of 5+ years of relevant work experience with electromechanical equipment manufacturers.
• In lieu of a Bachelor’s degree, 7+ years progressively responsible, directly related technical experience involving the installation, maintenance, troubleshooting, repair, and/or servicing of complex electromechanical equipment. Relevant technical education, certifications, or specialized training may also be considered as part of the equivalent experience.
• Hands-on experience with bioprocess equipment, including a solid understanding of bioreactor functions, components, and operation.
• Prior customer-facing field service or technical support experience with electromechanical equipment preferred.

Skills/ Abilities Pertinent to This Position

• Strong interpersonal and customer service skills, with the ability to establish effective working relationships with customers and internal stakeholders.
• Excellent written and verbal communication skills in English.  
• Willingness and ability to travel domestically and internationally approximately 25% of the time, with additional travel as required based on business needs.
• Ability to work independently with minimal supervision and collaboratively within a multi-functional team.
  

Physical Demands