Field Service & Tech Support Engineer

Spirax-Sarco Engineering; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Watson-Marlow Fluid Technology Solutions, part of Spirax Group, seeks a Field Service & Tech Support Engineer to provide remote and on-site support for critical laboratory instruments. The ideal candidate will excel in problem-solving, communication, and possess a background in automation. This role requires up to 50% travel and involves both installation and maintenance tasks.

Benefits

Robust Retirement Plan

Comprehensive Parental Leave

Generous Time Off

Community Engagement Opportunities

Qualifications

• Strong background in automation and controls in a GMP environment.
• Experience with technical support and customer service.
• Valid driver's license required.

Responsibilities

• Install, maintain, and repair equipment remotely and in person.
• Provide technical support and training to customers.
• Collaborate with cross-functional teams for customer order management.

Skills

Problem-solving

Creativity

Time management

Communication

Education

Bachelor's in engineering

Job description

Job Title: Field Service & Tech Support Engineer
Location: WMFTS - USA
Location Type: Remote
Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/

When you join Watson-Marlow Fluid TechnologySolutions, a part of the Spirax Group, you will be integrated into acooperative and encouraging team, participate in challenging yet critical work,and experience ongoing growth opportunities to help you achieve your fullpotential. Visit our website to learn more.

This role will focus on:

The FieldService and Technical Support Engineer for Watson-Marlow, Inc., will work withour customers remotely as well as in person. Applying interpersonal skills,creativity and can-do attitude is essential. The ability to help with solvingcustomer problems and a commitment to deliver the highest levels of customerservice is how we build customer success.

AWatson-Marlow Field Service and Technical Support Engineer will travel tocustomer’s laboratories to install, maintain, and repair our instruments. Theseinstruments are critical tools in the research, development, and manufacturingfor several key areas including Cell and Gene Therapy, Infectious Disease,Virology and Vaccine Research, Immunology, Immuno-oncology, and Immunotherapy,as well as Next Generation Sequencing, and Pre-Natal Disease Detection.

What you’ll be doing

• Installation of equipment, and execution of equipment qualifications including Installation Qualification (IQ) and
• Operational Qualification (OQ).
• Preventative maintenance including mechanical/electrical service and repair of both automated and non-automated equipment.
• Provide customer site and virtual technical support of in-field products, including guidance of installations and troubleshooting problematic installations & operations.
• Provide product training to customers and staff, including classroom presentations and hands-on product demonstrations.
• Collaborate with cross-functional teams: sales, engineering, customer service, purchasing, production, shipping, and accounting for seamless customer order management.
• Frequent telephone and written contact with customers, sales team, and factory personnel. Occasional field visits to customers for the purpose of making presentations, assessing applications, educating on our value proposition, or troubleshooting.
• Records: Maintain project records, general engineering & technical records, and contribute to the proper documentation recording in our engineering department per ISO procedures.
• Utilize experience to assist in department level continual improvement projects as required.
• Up to 50% travel required.
• Other: Assist with other tasks as delegated by the Engineering Services Manager.

This is what you’ll need to be successful in this role

• Excellent time management and organizational skills.
• Be able to work under stressful work conditions and should have good problem-solving ability.
• Have good multi-tasking ability with excellent written and oral communication skills.
• Experience: Strong background in automation and controls in a GMP environment.
• Education: Bachelor’s in engineering preferred but not required.
• Verbal and written communication is clear, respectful and timely.
• Must have a valid driver's license.
• Valid passport preferred.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Physical demands

· Mobility: This role requires the ability to drive, travel within your designated territory and present products to clients. Must be able to sit for extended periods of time traveling to and from customer sites, hotels, offices, etc.
· Vision and Hearing: Ability to use a computer and read documents. Effective communication skills to interact with colleagues and clients.
· Communication: Effective communication skills to interact with colleagues and clients either in-person, phone, or video conferencing tools (ie: Teams or Zoom). The ability to exchange accurate information and communicate information and ideas so others will understand.
· Work Environment: must be adaptive to different environments as this position can range from a typical remote environment, office environment, and travel environment with potential medium/high noise and basic office equipment.

Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employee

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• RobustRetirement Plan:Benefit from a guaranteed 5% employercontribution to your 401K, plus an additional 3% employer match,empowering your financial security.
• Comprehensiveand Supportive Parental Leave:Experience our inclusive,gender-neutral parental leave policy, offering 16 weeks at 100% pay. Uponyour return, enjoy a gradual transition with a unique 80% work schedulewhile still receiving 100% of your pay for the first 6 months, ensuring abalanced reintegration into the workplace.
• GenerousTime Off:Enjoy ample time off to recharge and attend to life'scircumstances with generous vacation and well-being days, 9 observedholidays, 15 caregiver days, and 80 hours of annual sick leave.
• CommunityEngagement Opportunities:Make a difference with 3 paid volunteerdays each year, encouraging you to give back to the community and causesyou care about.
• AndMany More Benefits:Discover a wide range of additional perks andbenefits designed to support your well-being and professional growth. Weinvite you to explore all the ways we strive to create a fulfilling andrewarding work environment.

Everyone is Included at Spirax Group
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments.Learn more at Our Inclusion Commitments.

Equal Opportunity Employer
Watson-Marlow Fluid Technology Solutions is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other protected characteristics as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Watson-Marlow Fluid Technology Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time.

CompanyOverview

At Watson-Marlow Fluid Technology Solutions, we are driven by innovationand are dedicated to creating an inclusive workplace where everyone isempowered to make a difference. As a world leader in manufacturing peristalticpumps and associated fluid path technologies for the life sciences and processindustries, we offer a wide range of products, including tubing, specialisedfilling systems and products for single-use applications.

Watson-Marlow is part of Spirax Group, aFTSE100 and FTSE4Good multi-national industrial engineering Group withexpertise in the control and management of steam, electric thermal solutions,peristaltic pumping and associated fluid technologies.

Our purpose is to createsustainable value for all our stakeholders as we engineer a more efficient,safer and sustainable world. Our technologies play an essential role incritical industrial processes and industrial equipment across industries asdiverse as Food & Beverage, Pharmaceutical & Biotechnology, PowerGeneration, Semiconductors and Healthcare. With customers in 165 countries, weprovide the solutions that sit behind the production of many items used indaily life, from baked beans to mobile phones!

Our inclusive culture and values, unites us, guides our decisions and inspires us everywhere that weoperate. We support our colleagues to make their difference for each other aswell as customers, communities, suppliers, our planet and shareholders bycreating a truly equitable working environment where everyone feels included.