Senior Field Service Engineer I

Job Details

Headquartered in Austin, Texas, EMSAR is a fast-growing national field services company providing maintenance, repair and installation services to OEMs in the Healthcare, Life-Science, Self-Service/Kiosk, and Security space. EMSAR’s customer-centric model enables us to customize and deliver the highest quality solutions to our blue-chip and emerging client base. EMSAR’s portfolio of services includes:

• On-site technical field support, including maintenance & repair
• FDA field change orders (“recalls”)
• Bench repair and remanufacturing
• Installation
• Call center
• Contract manufacturing and logistics
• FDA compliance and validation
• Project management
• Training and education

GENERAL DISCUSSION OF RESPONSIBILITIES, MISSION AND STRATEGY

This field position is responsible for testing, calibration, verification, preventative maintenance, installation and repair services on a variety of equipment including laboratory instrumentation, medical testing devices, kiosk equipment, power three-phase high voltage UPS and distribution equipment and/or other EMSAR and client equipment. As a service provider for a variety of customers, this position serves as the client facing representative for the organization and expected to perform efficiently, effectively and represent EMSAR in a professional manner.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions:

Special considerations for this position:

• This role entails Installing, calibrating, optimizing the Agilent Product, within Customer labs
• Diagnosing, maintaining and repair of the Agilent product
• Provide the support needed to keep the Agilent product running smoothly and make recommendations for software, hardware, applications, and Operating systems
• Required skills in HPLC or GC (Liquid or Gas Chromatography & dissolution with UV spectrometry)
• Provides on-site preventative maintenance, minor repairs, performance verifications, calibrations, and software/hardware upgrades on EMSAR supported equipment.
• Establishes and maintains close communication with assigned customers to ensure maximum operational visibility.
• Serve as subject matter expert in various product support and modalities.
• Provide support and service work for intermediate to highly complex modalities.
• Responsible for customer satisfaction pertaining to services provided.
• Responsible for following quality practices specified by EMSAR and product vendors.
• Manages assigned work orders and document all facets of the work product in EMSAR’s Computerized Maintenance Management System (CMMS).
• Provides accurate and timely reporting of service status and escalations pertaining to services.
• Controls and maintains all EMSAR assets, including tools, parts, and test equipment needed to preform work tasks.
• Maintains a safe work environment, follows safety instructions/training, and utilizes appropriate safety equipment.
• Follows client quality requirements pertaining to services provided.
• Supports and applies appropriate quality system processes.
• Maintains a professional appearance at all times with regard to dress and personal appearance as well as tools and equipment.
• Able to effectively engage in projects or processes within specific modality
• Provides process efficiency within Modality
• Ability to complete associated paperwork/documentation in and out of electronic system – paperwork consists of approximately 25% of workload
• Performs additional duties as needed and/or assigned by supervisor/manager