Service System Engineer - Hamilton Storage Technologies

Company Overview:Hamilton Storage provides automation solutions to customers in life science and clinical research. The company develops modular, scalable systems that automate sample storage, management, and processing. Hamilton provides all the benefits of advanced automation without the complexity associated with installing, operating, and maintaining large-scale custom systems.

Acquired in 2007, Hamilton Storage is headquartered in Franklin, Massachusetts, USA with R&D facilities co-existing in both Franklin, MA and Bonaduz, Switzerland. The decentralized R&D organization benefits both production and marketing and allows Hamilton to stay close to the local markets and respond quickly to market needs.Responsibilities:

As the System Engineer and subject matter expert, you will handle complex automation issues escalated from Junior Field Service Engineers, serving as the primary contact for escalated automation challenges worldwide. Your responsibilities include identifying root causes, devising action plans, overseeing implemented solutions and test plans.

 

You will also manage all communications related to escalated problems within the US until the customer accepts the implemented solution. This involves providing regular updates on procurement, delivery, implementation, testing, potential rework with additional testing, and final handover to the customer. Additionally, you will initiate follow-up calls at predetermined intervals to ensure the system's proper functioning.

 

Responsibilities include, but are not limited to:

• Evaluate and maintain Spare Part Kits, Min/Max stock lists, and Safety stock lists for your product.
• Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production to implement suitable solutions.
• Ensure drawings and documentation are current and suitable for use.
• Develop Services documentation for field upgrades and repairs.
• Create and manage Service Manuals.
• Oversee the escalation process to ensure thorough customer follow-up until resolution.
• Provide support and mentorship to Field Engineers.
• Familiarize yourself with D365 open calls, tasks, and assign work to Field Engineers.
• Adhere to company's ISO and Health & Safety procedures.
• Expected travel of 10%.
• Other duties as assigned. 

Successful Engineers exhibit the following traits:

• Confidence, present focus, and a willingness to take appropriate risks.
• Observational skills, organizational prowess, and resistance to distractions.
• Ability to differentiate between important and urgent matters.
• Decisiveness and quick action on smart decisions.
• Proactive identification and swift removal of obstacles.
• Outcome-oriented mindset over task-centric approach.
• Aptitude for recognizing effective strategies and eliminating ineffective ones.

Qualifications:Education/Experience:

• A bachelor’s degree, preferably in the sciences or engineering, from an accredited not-for-profit institution or equivalent experience is required.
• Experience in automation or similar is required.
• Proficiency in written and verbal English is required. 
• Experience working with customers in the life science, clinical, or pharmaceutical industries is preferred. 

Additional Information:

• Diverse portfolio of exciting and innovative design projects.
• Tremendous opportunities for professional growth.
• Commitment to sustainable design.
• Competitive compensation.
• Excellent benefit package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and more.
• Solid stable company.
• Must pass drug and background screens.
• May be required to wear Personal Protective Equipment (provided by employer).