Engineer Field Service
Merck Healthcare KGaA
Summary
At MilliporeSigma, as a Field Service Engineer, you will be building customer rapport while providing top notch services to our customers. The position is based at our Bedford, MA location and when not in the field at customer sites, you will be in the Bedford, MA Repair Center working alongside the Repair Center staff completing the same duties in-house.
Job description
Your Role
At MilliporeSigma, as a Field Service Engineer, you will be building customer rapport while providing top notch services to our customers. The position is based at our Bedford, MA location and when not in the field at customer sites, you will be in the Bedford, MA Repair Center working alongside the Repair Center staff completing the same duties in-house.
- Provide professional service on a timely basis including installations, preventative maintenance, repairs, and calibration following defined procedures and respecting customer on-site rules and regulations.
- Response time for service can range from 24 hours on-site to up to 4 weeks.
- Service at customer sites of scientific instrumentation manufactured or represented by MilliporeSigma including BioMonitoring-Biocontrol instruments.
- Service may be expanded to include Immunoassay instruments and Laboratory Water Purification Systems.
- Accurate and detailed completion of Work Orders and related documentation.
- Provide customers with appropriate documentation of work completed, including but not limited to Service Reports and Instrument Calibration and Performance Reports.
- Maintain timely, courteous, effective, and professional communications between all customers, internal and external.
- Meet business expectations including response time, work order completion rates, and customer satisfaction survey results.
- Maintain tools and test equipment in proper working order and calibration.
- Submission of expense reports every two weeks for travel.
- Assist with training other team members as needed.
This position includes travel up to 30-40% of the time, chiefly in the US with occasional travel to Canada and internationally. Travel is usually planned 3-4 weeks in advance but occasionally may be required on shorter notice. Sometimes local, but usually 1-3 days overnight travel in the United States or Canada. Some training may require travel to Europe for 5-6 days. This role may also include work or travel outside of normal business hours occasionally as business needs dictate.
Physical Attributes
- Moving and/or lifting up to 60 lbs., with assistance
- Standing, bending, stooping, climbing, sitting, and kneeling
- Utilizing hand-eye coordination, manual dexterity
Requirements
- High School Diploma or GED
- 2+ years of experience with the use of basic hand, power and electrical measuring tools
- 2+ years of experience in instrument or machinery maintenance
- 2+ years using standard computer applications (Microsoft Office suite)
- 2+ years of experience working in a detail-oriented, collaborative business environment using basic IT skills
- Valid US Passport or ability to obtain prior to employment
- Valid US State Driver's license
- Associate or Bachelor's degree in Engineering or equivalent instrumentation/electronics background and chemistry knowledge in the Life Science/Pharma/Food & Beverage safety fields
- Ability and willingness to learn to use the SAP, Oracle, Salesforce and ServiceMax business applications
- 1+ years Life Science/Pharma/Food & Beverage instrumentation experience
- 1+ years field service experience and/or field technician experience
- Effective written and verbal communication skills
- Aptitude and ability to handle difficult customers and situations
Benefits
- Health Insurance
- Paid Time Off (PTO)
- Retirement Contributions
- Sales or Performance-Based Bonuses
Company overview
Merck Healthcare KGaA is the healthcare business sector of the Merck Group, a German multinational science and technology company headquartered in Darmstadt. Founded in 1668, Merck is the world's oldest operating pharmaceutical and chemical company. The Healthcare division focuses on developing innovative therapies across multiple therapeutic areas including oncology, neurology & immunology, fertility, and cardiovascular, metabolic, and endocrinological disorders. With approximately 62,557 employees globally, Merck Healthcare operates in more than 65 countries and generated 40% of the Group's sales in 2024. The company's oncology portfolio includes blockbuster products like Erbitux (cetuximab) for colorectal and head and neck cancers, Bavencio (avelumab) for urothelial carcinoma, and Tepmetko (tepotinib) for MET-altered cancers. In neurology, Mavenclad (cladribine) has achieved blockbuster status for treating relapsing multiple sclerosis, while the fertility division has helped bring over 6 million babies into the world through products like Gonal-f. Merck Healthcare combines a strong established business with specialty innovation, delivering a diversified portfolio of therapies to millions of patients worldwide.