Field and Product Support Engineer (62859)

Tosoh Bioscience; King of Prussia (PA); On-site; USD 85,000 - 115,000; Full time

Job summary

Tosoh Bioscience LLC is seeking a Field and Product Support Engineer to install, calibrate, and service gel permeation chromatography and related instruments at customer sites in the King of Prussia area. You will troubleshoot hardware and software, train staff, and coordinate with product specialists to deliver top-tier field support.

The role requires up to 75% travel, often international, strong mechanical and electrical aptitude, and the ability to work in a fast-paced environment while

Qualifications

• 4+ years of relevant industry experience.
• Experience servicing analytical chemistry instrumentation (gas/Liquid chromatography, GPC).
• Familiarity with Waters, Agilent, Malvern equipment a plus.
• Mechanically inclined with hands-on maintenance and installations.
• Willingness to travel 70% or more by air, including international travel.
• Valid driver’s license and passport or ability to obtain one.
• Excellent verbal and written communication skills.

Responsibilities

• Install, troubleshoot, maintain, and repair chromatography instruments and software.
• Travel to customer sites up to ~75% of the time; plan travel arrangements.
• Provide cross-functional support to product specialists and customer teams.
• Train and mentor other field staff; ensure compliance with GMP/ISO standards.
• Maintain inventory and handle administrative tasks in a timely manner.

Skills

4+ years experience

Instrumentation service

GPC/LC instrumentation

Mechanical aptitude

High travel willingness

Driver's license

Strong communication

Education

Associate degree in engineering or equivalent

Bachelor’s degree preferred

Tools

GPC equipment

Analytical chromatography software

Job description

Job Details

Job Details

Job Location: King of Prussia PA - King of Prussia, PA 19406

Position Type: Full Time

Education Level: Associate's Degree

Travel Percentage: Up to 75%

Job Shift: Standard Business Hours

Job Category: Biotech

Tosoh Bioscience LLC is a major supplier of chromatography products to the pharmaceutical, biotechnology, and chemical industries. Our product line includes:TSKgel, TOYOPEARL, and Ca++Pure-HA bulk media, TSKgel U/HPLC columns, process development products, dedicated systems for GPC analysis, and the LenS3 MALS detector. We have optimal solutions for biological research, drug discovery, medicinal chemistry, agriculture, manufacturing, or other industrial applications.

Summary

Under direction of the Tosoh Bioscience LLC Field Support Supervisor and Senior Manager – Global Customer Experience, the Field and Product Support Engineer (FPSE) is a midlevel position responsible for providing on-site installation, familiarization, maintenance, and repair of Tosoh Bioscience LLC equipment at customer facilities. This position provides customer support regarding troubleshooting of hardware and software and may train and mentor other Field Support staff. This individual also serves as an internal technical resource for our product specialists and customer support teams, which requires coordinating with colleagues in a dynamic and fast-paced environment. This position will provide high level service quality while ensuring compliance with all company policies & procedures. The job requires the individual to be a team player with the ability to function well in challenging and fast paced environments. The successful applicant must have strong technical skills; be enthusiastic, positive, dependable and customer focused.

Reporting Relationships

The Field and Product Support Engineer reports directly to the Field Support Supervisor. This position has no supervisory responsibilities.

Major Duties and Responsibilities

• Install, troubleshoot, maintain, and repair gel permeation chromatography (GPC), multi-column chromatography (MCC) instruments, both hardware and software.
• Overnight and air travel are required. Frequency and duration will vary depending on business needs but will be in the order of 70%. Travel may be immediate or scheduled in advance. International travel is possible on a volunteer basis, valid passport required.
• Provide cross coverage for other FSE territories & customers as needed and requested.
• Assist with training and mentoring members of the Post-Sales Technical Support team.
• Complete all administrative responsibilities in a timely and accurate manner as required by company policy or as directed by management.
• Responsible for organization, management, and control of trunk stock parts inventory.
• Fully comply with all service procedures and quality systems requirements.
• Collaborate with Instrument Service Center (ISC) personnel in refurbishing chromatography instruments.
• Maintain compliance in all work activities.
• Responsible for making travel arrangements (booking hotels, air travel) and other transportation required in supporting Tosoh customers.
• Determine and develop approaches to assignments regarding the maintenance and installation of Chromatography instruments.
• Represent field services and support projects requiring coordination with other functions and customers.
• Solve a broad range of hardware and/ or software problems of varying scope and complexity.
• Resolve reported customer technical issues.
• Communicate with R+D and other technical departments to isolate product defects.
• Develop and implement test protocols.
• Aid with installation and configuration of company software.
• Develop written procedures to be used by field service engineers Familiar with GMP and ISO 9001
• Maintain regular and reliable attendance.
• Uphold and adhere to the Tosoh Bioscience culture and guiding principles.

Education

• A minimum of an associate degree in an engineering discipline or equivalent military technical training is required. A bachelor’s degree in chemical, mechanical or electrical engineering is preferred.

Skills and Qualifications

• 4+ years of relevant industry experience.
• Experience servicing analytical chemistry instrumentation such as gas chromatography, liquid chromatography, gel permeation chromatography or other comparative technique technologies.
• Familiarity with similar Waters, Agilent, and Malvern equipment and software is a plus.
• Mechanically inclined with the ability to perform hands on maintenance, installations and selected repairs on instrumentation.
• Ability to solve high impact problems related to product availability; typically system/solution focused.
• Ability to travel 70% or more by air with the potential for international travel.
• A valid driver’s license is required. A valid passport or the ability to obtain one (at company cost) is also required.
• Strong understanding of mechanical and electrical schematics.
• Familiar with standard electrical test equipment and hand tools.
• Proven track record of successful customer relationship management.
• Excellent verbal and written communication skills are a must.
• Strong organizational and leadership capabilities.
• Must be proficient in the Microsoft Office suite of business software and be able to enter and search data in the CRM environment.

Physical Requirements

• Apply physical dexterity with some bending, stretching, reaching, grabbing, holding and carrying.
• Hear and speak in order to communicate with others.
• Occasional lifting of 200-300 pounds assisted.
• Ability to stand and walk for the majority of a work day.

Working Conditions

This position requires visits to customer sites that have certain requirements which TOSOH representatives must meet to gain access, including the requirement for drug, background, and health screening. Employment is contingent on your compliance with the requirements established by each facility, as evidenced by the results of the required screenings.

This position requires personnel to work on instrumentation which may pose hazardous risks. The work environment characteristics described here are representative of those an employee encounters in performing the essential functions of this job.

• Fumes, airborne particles, toxic chemicals are all potential elements of risk in performing job tasks related to servicing Tosoh systems.
• Work in a biohazard and/or hazardous chemical environment
• Work near moving mechanical parts
• Work near fumes or airborne particles
• Work near caustic chemicals
• Work with risk of electrical shock

Note: To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and ability required to be successful. Additional duties may be assigned in the future as required.

Equal Opportunity Employer

Tosoh Bioscience LLC is an Equal Opportunity Employer M/F/Disabled/VeteransQualifications