Field Service Engineer

Ipsen, Inc.; Seattle (WA); Remote; USD 90,000 - 140,000; Full time

Job summary

Ipsen is seeking a Field Service Engineer to support the Seattle/Tacoma area. This is a remote role requiring travel up to 90% and a home base in the Northwest region. The training period may last up to a year with assignments away from home.

You will install, upgrade, troubleshoot heat treatment equipment, perform preventive maintenance and calibrations, document service work and warranty claims, and plan service jobs with the HUB Lead. Safety protocols must be followed at all times.

Qualifications

• Strong verbal and written communication skills.
• High customer orientation and service mentality.
• Good mechanical and electrical aptitude.
• Experience with basic computer operations and office software.

Responsibilities

• Identify technical issues of heat treatment equipment at the customer site.
• Perform service jobs including troubleshooting, preventive maintenance, repairs, calibrations.
• Document service work and warranty claims.
• Identify and promote up-/cross-selling opportunities for services.
• Plan and schedule service jobs with HUB Lead.
• Record hours and expenses accurately and timely.

Skills

Strong communication

Customer service mindset

Mechanical aptitude

Electrical aptitude

Problem solving

Education

High School Diploma or GED

Tools

MS Office

ERP systems

CRM systems

Job description

Description

Ipsen is a Drug Free Workplace

The Field Service Engineer role is a remote position servicing the Seattle/Tacoma Washington area.

Travel up to 90% of the time and must have a home base in the Northwest Region or within close proximity to service the assigned market.

This role involves extended travel during the training period, with assignments that may require being away for up to two weeks at a time. The full training period may last between 6 months to 1 year, depending on individual development and business needs.

Summary

Plans and coordinates assignments as directed by the HUB Lead. This includes installation, upgrading, and/or troubleshooting technical issues, performing scheduled maintenance and calibration services. Ensures first class service performance in quality of execution, speed of repair as well as appearance towards the customer.

Essential Duties and Responsibilities

• Identify technical issues of heat treatment equipment at the customer site
• Execute service jobs at the customer site which includes successfully troubleshooting, performing preventive maintenance, repairs, calibrations, etc.
• Document performed service jobs and record possible warranty claims
• Identify and promote up-/cross-selling potential for services of heat treatment equipment at the customer site
• Identify required materials (tools, consumables, spare parts) in preparation for a successful service execution at the customer site
• Act as first point of contact for customers with existing service contracts
• Plan and schedule service jobs in coordination with the HUB Lead
• Accurately and timely record hours work and job assignments within the time & attendance system.
• Accurately and timely submit expense reports for review and approval.

Works safely and follows all Ipsen safety protocols and policies.

Requirements

Knowledge, Skills and Abilities

• Possess knowledge of the heat treatment industry
• Possess knowledge and ability to maintain heat treatment equipment
• Very good verbal and written communication skills (internal as well as external)
• High level of customer orientation and customer service mentality.
• Possess strong mechanical and electrical aptitude and skills.
• Knowledge of basic computer operations (EX: MS Office, ERP, CRM type systems)
• Ability to promote a professional appearance and represent Ipsen positively
• Ability to promote cross-selling opportunities
• Possess good problem solving and troubleshooting skills with hands-on mentality
• Ability to live within the assigned HUB location or within 30 minutes drive of a HUB border strongly preferred
• Ability to maintain a valid driver’s license and possess the required automobile insurance coverage as stated in the Ipsen Travel Policy
• Ability to travel as required via automobile, airplane or other means.

Education and Experience

• High School Diploma or GED equivalent required
• 5+ years of related industrial equipment operation and/or maintenance experience required, preferred in the heat treatment industry and/or completion of an intensive industry training program.
• Experience in equipment calibration, pyrometry, vacuum, thermal and TUS experience a plus.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Exact compensation may vary based on skills, experience, and location.