Field Service Engineer – Laboratory Automation

Territory: Global with focus on UK, Ireland & EMEA region (circa 60 – 70% + Travel

Your location: Remote based in the North of England

With over 25 years of experience and a global blue-chip customer base, my client has firmly established themselves as a leading manufacturer & supplier of Life Science Software, Pharmaceutical robotics, and lab automation solutions!

Innovative and bespoke technology is at the heart of what they do, and they are world renowned as a company that provides cutting-edge laboratory automation solutions.

They have won numerous awards and have delivered countless custom automation systems that always exceed client expectations, which is testament to them having a repeat business rate in the region of 80%! They are a British based Manufacturer too!

Due to exponential business growth in 2024, they are now hiring for an exciting Laboratory Automation Field Service Engineer role to support their ever-expanding global client base!

Role of Field Service Engineer – Laboratory Automation:

1. Serve as the first point of contact for issue handling, diagnosis, and communication with customers, primarily for laboratory automation systems.
2. Perform preventative maintenance on customer laboratory automation systems to ensure optimal performance.
3. Troubleshoot, upgrade, and calibrate laboratory automation instruments and robotics with precision.
4. Commission devices and robotic systems, conducting quality control to meet specific customer requirements.
5. Utilize hands-on mechanical and electrical debugging skills, including root cause analysis and knowledge of machine components.
6. Maintain clear, accurate, and concise updates in the customer support management system for tracking issues and customer communications.
7. Resolve issues through back-office support (phone, email, or remote connection) or on-site visits, adhering to service level agreements.
8. Follow up with customers after resolving issues to ensure satisfaction and high service standards.
9. Provide end-to-end resolution in a customer-facing 1st and/or 2nd line technical support role.
10. Adapt to varying customer needs, job requirements, and changing workloads effectively.
11. Maintain and update the customer service helpdesk knowledge base with relevant issues and resolutions from both internal sources and customer feedback.

Requirements of the Field Service Engineer – Laboratory Automation:

1. 3-5 years of experience installing, servicing & maintaining liquid handling robotics/laboratory automation systems in Life Science, Biotech, Pharmaceutical, Biobanking, Compound Management/Storage, HTS environments.
2. You could also be a Field Service Engineer, Automation Engineer, or Automation Technician with 3-5 years experience servicing & maintaining complex automated packaging lines/automation systems in other highly regulated sectors such as FMCG, Automotive, Medical Devices, Aerospace or similar sectors.
3. You will have an Engineering background by qualification such as a HND, HNC, Beng or equivalent in areas such as Electrical, Mechanical, Electro-Mechanical, Robotics.
4. Strong customer service ethic.
5. Proficient in maintaining and servicing instrumentation or devices, with an electrical or mechanical focus.
6. Experience in the operation and maintenance automation systems.
7. Familiarity with the operation and maintenance of robotic systems, including ABB, Staubli, UR, and Brooks models.
8. Ability to travel globally at short notice and stay away from home on a regular basis (60-70% + field travel).
9. Full UK/EU driving license and full right to work in the UK without needing Visa sponsorship and no travel restrictions.

Salary & Benefits:

1. Negotiable & Attractive Base Salary DOE.
2. Mileage Reimbursement.
3. 5% Employer Pension Contribution.
4. 25 Days Holidays + 8 Bank Holidays.
5. Laptop & Phone.