Service Engineer - Technical Support

Hamilton-Company; Reno (NV); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

401k plan

Tuition reimbursement

Paid time off

Disability insurance

Dental and vision

Job summary

Hamilton Company in Reno, NV seeks an In-house Technical Support Engineer for our Robotics team. You will develop and implement support strategies and provide high-quality technical assistance to customers and internal teams.

You will create service manuals and bulletins, troubleshoot robotic instruments, travel to customer sites, and coordinate remote troubleshooting sessions while upholding safety and quality standards.

Qualifications

• Bachelor's degree in a related discipline (preferred).
• Experience in technical (field) service within the life science, clinical, or pharmaceutical industry (preferred).
• Fluency in English, written and spoken (required).
• Experience in automation or a similar field.

Responsibilities

• Create documentation including service manuals, service news, and technical bulletins.
• Troubleshoot and repair Hamilton robotic instruments and subassemblies per safety policies.
• Attend bi-weekly/weekly team meetings and provide timely support for customer requests.
• Travel overnight and to customer sites as required; arrange travel as needed.

Skills

Communication skills

Safety training

Problem solving

Customer coordination

Learner mindset

PC operating systems

MS Office

Education

Bachelor's degree

Field service experience

English proficiency

Automation experience

Tools

Microsoft Office suite

Job description

Company Overview

Hamilton Company is a worldwide leader in the design and manufacture of manual, semi-automated and robotic products for precision fluid measuring. We specialize in the development, manufacturing and customization of precision measurement devices, automated liquid handling stations, and sample management systems. For more than 60 years, Hamilton has been satisfying customer needs by combining quality materials with skilled workmanship, ensuring the highest level of performance of every precision fluid measuring device we manufacture.

Responsibilities

Hamilton Robotics is seeking an In-house Technical Support Engineer to join our Robotics team. In this role, you will provide high-quality technical support through the development and implementation of support strategies that align with company goals and customer expectations. This position generally reports to the Technical Support Supervisor and supports the continuous improvement, escalation support, and daily operations of the Technical Support department.

• Create documentation in the form of service manuals, service news, and technical bulletins
• Troubleshoot and repair Hamilton robotic instruments and subassemblies in accordance with company safety policies
• Attend bi-weekly/weekly team meetings
• Ensure timely support for in-house and remote customer requests
• Report problems and perform root cause analysis on instrument failures
• Maintain a safe, neat, and orderly work area at all times
• Practice good laboratory procedures in a regulated lab environment
• Travel overnight and on consecutive nights as required
• Commute to customer sites within the region, following all traffic laws and ensuring on-time arrival
• Arrange air travel, car rental, and hotel accommodations as needed

Qualifications

• Adherence to department operating procedures and high-quality standards
• Professional and courteous communication with both technical and non-technical stakeholders
• Ability to work safely around hazardous chemicals, and biologicals; must attend all required safety training
• Excellent written and verbal communication skills
• Strong organizational skills
• Ability to analyze problems from a broad perspective and implement creative solutions
• Ability to interface with customers to schedule and coordinate technical support, including remote troubleshooting sessions
• Ability to learn new robotic operating systems and demonstrate working knowledge of instrument application programs and PC operating systems
• Ability to lift, carry, push, pull, or otherwise move up to 60 lbs.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Education/Experience

• Bachelor's degree in a related discipline from an accredited, not-for-profit university (preferred)
• Experience in technical (field) service within the life science, clinical, or pharmaceutical industry (preferred)
• Fluency in English, written and spoken (required)
• Experience in automation or a similar field

About Hamilton

• Diverse portfolio of exciting and innovative projects
• Strong opportunities for professional growth and advancement
• Commitment to sustainable design
• Competitive compensation and comprehensive benefits (medical, dental, vision, PTO, disability, 401k, tuition reimbursement, and more)
• Stable, established company
• Drug-free workplace

Hamilton Company is an Equal Opportunity Employer. We provide equal employment opportunities without regard to race, creed, color, national origin, sex, age (40+), disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status, in compliance with all applicable federal, state, and local laws.