Field Service Engineer I

Asahi-Kasei; Glenview (IL); On-site; USD 75,000 - 83,000; Full time

Benefits offered by this job

Bonuses

Health benefits

401(k) matching

Tuition reimbursement

Job summary

Asahi Kasei Bioprocess America, Inc. (AKBA) is seeking a Field Service Engineer I to perform scheduled preventive maintenance and customer support for bioprocess products at customer sites.

You will diagnose issues, implement corrective actions, and support equipment such as chromatography, virus filtration, and oligonucleotide synthesis. The role requires travel 50-70% of days, with a strong focus on safety, quality, and service excellence.

Qualifications

• Technical or trade school degree required.
• Bachelor’s Degree in life science field preferred.

Responsibilities

• Perform scheduled preventive maintenance and diagnostics at customer sites.
• Respond to customer complaints and implement corrective actions.
• Support capital equipment such as chromatography, filtration, and related systems.
• Travel to customer sites 50-70% of working days.
• Maintain service records and coordinate with QA, Sales teams.
• Provide end-user training and on-site retraining as needed.

Skills

Troubleshooting

Process equipment

Field service

Customer communication

Education

Bachelor’s Degree in Life Science

Technical or trade school degree

Job description

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Materials, Homes, and Health Care , contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.We are currently seeking applications to fill the following job opening:Company:Asahi Kasei Bioprocess Deutschland GmbHJob Description:Asahi Kasei Bioprocess America, Inc. (AKBA) provides pharmaceutical and biopharmaceutical manufacturers with a comprehensive suite of tools to maximize safety and improve yields of biotherapeutics during research, clinical and commercial-scale production. Planova virus-removal filters anchor a diverse product portfolio defined by quality, consistency and scalability. Additional areas of expertise include liquid chromatography, inline buffer dilution and oligonucleotide synthesis.We are a growing team (150+) of professionals excited about what we do and our ability to impact healthcare delivery systems worldwide. We offer a "big company" benefits package and a "small company" culture and work environment. Every employee at Asahi Kasei Bioprocess America can impact our future.As an Asahi Kasei Bioprocess America employee, you will enjoy:Strong company cultureCompetitive Compensation with BonusesGreat health benefits with the company paying over 80% of insurance premiumsWellness ProgramPaid Time OffStrong company match to 401(k) contributionsTuition reimbursement programGiving ProgramPaid Parental LeavePosition Summary:We are currently looking for a Field Service Engineer I to join our team at AKBA! The individual in this role will execute scheduled preventive maintenance and customer support for products covered by warranty and service contracts. Respond to customer complaints, deliver effective problem diagnosis, and implement corrective actions. Support custom and standard capital equipment used for pharmaceutical and biopharmaceutical product manufacturing (example equipment types include chromatography, buffer formulation, virus filtration, oligonucleotide synthesis). Possess in-depth knowledge of controls, instruments, design, construction, electrical, operation, and automation of such process equipment.Duties/Responsibilities:Routine Support:Communicate with customers, by phone, via e-mail, and in person regarding service visits: planning, scheduling, scope, expected duration, shipment of parts and/or tools, and expected resources the customer may need to supply.PM parts tracking in coordination with OFTPerform mechanical, electrical, and software routine maintenance and repairs safely at a customer’s site with no direct supervision, and while positively representing AKB.Observe, diagnose, and repair a broad range of mechanical, electrical, or controls-related issues with automation assistance.Independently diagnose problems, research solutions, and leverage a wide array of resources such as product/instrument user manuals, testing with service utilities, contacting a component manufacturer directly, personal professional networks & and experience, etc.Perform equipment Site Acceptance Testing, start-up, and training of new products and perform end-user re-training as necessary, independently or in assistance alongside a Project Engineer.Maintain service support database including service history files for customers and AKB.Follow-up on routine support with visit report and ensure closure of any open action items for both internal and customer items.Maintain Field Service assets and ensure consistent calibration status.Facilitate tracking and renewing of service contractsEmergency / Off-Schedule Support:Serve as first point of contact for an emergency product failure in the field – calm the customer, clarify the problem, collect relevant historical perspective, identify root causes and propose solutions. Take corrective action required to minimize customer downtime.In cases when remote support is unable to resolve an issue, be available to travel on short notice to a customer’s site to remedy the problem.Relationships and People:Serve as the first point of contact for customer complaints and problem resolution by documenting the customer’s concern; attempting remote diagnosis based on experience, context, technical knowledge, and customer feedback; and developing and communicating a corrective action plan, ensuring delivery on all commitmentsSchedule customer visits for maintenance and repairs, arrange travel, parts shipments, and customs clearance, and ensure alignment of expectations.Maintain a strong working relationship with Sales, promoting renewal of service contracts and helping educate the customer on maintenance best practices and available service capabilities.Additional Duties and Responsibilities:Act as an ambassador of the organizationAdopt a 5-S and safety-first mentality throughout workspaces and responsibilitiesPromptly submit service reports and preventative maintenance datasheets to the customerDocument corrective actions and share with Engineering, Quality, and Sales teamsManage customer complaints in the CRM systemProvide input in design discussions of new equipment from a service perspectiveParticipate in new equipment FATs in Glenview as availableAdditional tasks as assigned by management reporting chainQualifications/Requirements:Ability to travel and work onsite at customer facilities within AmericasTechnical or trade school degree requiredBachelor’s Degree in life science field preferred1+ years’ working with process equipment (preferably in pharmaceutical industry)Exceptional ability to troubleshoot mechanical, electrical, and automation issuesFamiliarity with pumps, valves, instrumentation (flow meters, pressure transmitters, conductivity sensors, pH measurement, UV optical absorbance spectroscopy), fittings, and analytical measurement toolsFamiliarity with Quality Management Systems (ISO 9001:2015 preferred) and current Good Manufacturing PracticesAwareness of personal strengths, weaknesses, and impact of decisions on wider team, department, and companyEagerness to learn new technical information, new processes, and new skillsWillingness to assist outside of everyday responsibilities when requiredDemonstration of these qualities: energetic, positive, strong interpersonal communicator, detail-oriented, ethics-minded, problem-solver, adaptable, team-oriented, customer-focused, and self-motivatedPhysical Demands/Environmental Conditions:Travel to visit domestic and international customer sites for maintenance, verification, training, ad-hoc service, emergency service, equipment installations, or other activities as required (50-70% of working days)Occasional exposure to pressurized liquids, live electrical circuits, and/or chemical solutions requiring proper personal protective equipment (provided)Ability to lift 50 lbs. unassistedThe base compensation range for this role is $75,000-$83,000. Base compensation is influenced by many factors including, but not limited to: time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business / economic conditions.Please note, we will not be providing immigration-related sponsorship now or in the future for this role.#LI-BJ1As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.