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For Companies At a Glance
- Tasks: Install, maintain, and troubleshoot cutting-edge robotic systems at customer sites.
- Company: Join HighRes Biosolutions, a leader in biotechnology and robotics engineering.
- Benefits: Enjoy competitive salary, travel opportunities, and ongoing professional development.
- Why this job: Make a real impact in the biotech field while working with innovative technology.
- Qualifications: HNC level in engineering and 2+ years in field service or customer support.
- Other info: Dynamic role with opportunities for mentorship and career growth.
The predicted salary is between 36000 - 60000 £ per year.
HighRes Biosolutions is looking for a Field Service Engineer II or a Senior Field Service Engineer to join our team in the UK. The Field Service Engineer position at HighRes Biosolutions is the primary role responsible for installation, maintenance, troubleshooting and repair of systems and devices at customer sites. This position is specialized on the hardware aspect of the products, coordinating with the Automation Support Engineer role (Software and configuration-focused) for full coverage support of the products.
Responsibilities
- Troubleshoot, repair, and maintain the full range of HighRes devices, systems, and automation platforms.
- Deploy and calibrate robotic systems at customer sites.
- Provide rapid response to customer support requests; initiating troubleshooting and triage of customer-reported product issues.
- Complete accurate and timely documentation of support case issues, activities, and resolution.
- Collaborate with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
- Train customers on routine operation of devices and perform basic Cellario software training.
- Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
- Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques.
- Mentor and train junior-level FSEs and contribute to overall professionalism and service delivery excellence of HighRes Customer Service.
- Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery.
- Occasional coordination with laboratory instrumentation and robot third-party device manufacturers to achieve tier-2 and tier-3 issue resolution.
- Manage and maintain field service spares and a service inventory accurately.
Key Skills
- Has completed, and is skilled in, all aspects of Field Service Engineer training program, including foundational training modules, related hands-on courses, and exercises.
- Works independently to solve technical issues on HighRes products and demonstrates clear application of training and competency in problem-solving.
- Works proactively with support and cross-functional groups to achieve timely and customer-focused issue resolution.
- Collaborates with senior Customer Service team members and Customer Service management to escalate and report product and service quality issues.
- Strong written and oral skills in communication of technical and non-technical information to customers and colleagues at multiple organizational levels.
- Organized and self-managed in scheduling, achievement of tasks and objectives, and completion of all aspects of service call handling and documentation.
- Demonstrates strong customer service skills with ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with professional demeanor.
Additional Responsibilities and Skills at Senior Level
- Perform on-the-job training for Level I/II Field Service Engineers, as assigned and recommend new training modules/topics to training program manager.
- Collaborate with Sr. Automation Support Engineers to define and assure complete and effective case resolution is achieved.
- Organize and conduct proactive customer status and review meetings at assigned accounts.
- Conduct pre-defined Field Service Training modules on assigned topics.
- Coordinate with Principal Field Service Engineers on management and resolution of escalated hardware issues at customer accounts.
- Carry specialist or "first trained" designation on subset of HighRes products and devices, as assigned.
- Member/participant in departmental and cross-functional process and technical improvement projects with ability to analyze and propose new project ideas.
Qualifications
- Qualified to a minimum of HNC level with a bias in mechanical or electrical engineering, or Central European equivalent. Modern apprenticeship qualifications will also be considered.
- Typically, a minimum of 2 years (5 years at Senior Level) direct experience in a field service or customer-facing support role, with preference for experience in laboratory or industrial automation products, robotics, or laboratory instrumentation field service. In-house automation support/engineering experience will also qualify.
- HVAC/cooling/environmental experience as well as control software/firmware, computer communications (TCP/IP, RS232), and object-oriented programming experience are advantages, but not required.
- Knowledge of computer communications (TCP/IP, RS232).
- Ability to travel weekly to customer sites, with overnight domestic travel (40-55% in senior, 60-80% in level II role) and potential, occasional international travel required.
- Valid driver's license.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Biotechnology, Robotics Engineering
Field Service Engineer II or Senior in Manchester employer: HighRes Biosolutions
Contact Detail:
HighRes Biosolutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Field Service Engineer II or Senior in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the field of engineering and automation. Attend industry events or webinars, and don’t be shy about introducing yourself to potential employers. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research HighRes Biosolutions and understand their products and services. Be ready to discuss how your skills in troubleshooting and customer service can make a difference. Practice common interview questions and think of examples that showcase your experience.
✨Tip Number 3
Show off your technical skills! Bring along any relevant certifications or documentation that highlight your training and experience in field service engineering. If you’ve worked with robotics or laboratory instrumentation, make sure to mention it – it’s a big plus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the HighRes team. Don’t forget to follow up after applying; a little persistence can go a long way!
We think you need these skills to ace Field Service Engineer II or Senior in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Field Service Engineer role. Highlight relevant experience, especially in troubleshooting and maintaining systems, as well as any customer service skills that show you can handle client interactions like a pro.
Showcase Your Skills: Don’t just list your qualifications; showcase your skills! Use specific examples from your past roles where you’ve successfully solved technical issues or trained others. This will help us see how you can contribute to our team.
Be Clear and Concise: When writing your application, keep it clear and concise. We appreciate straightforward communication, so avoid jargon unless it’s necessary. Make sure we can easily understand your experience and what you bring to the table.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at HighRes Biosolutions
✨Know Your Tech Inside Out
Make sure you’re well-versed in the technical aspects of HighRes devices and systems. Brush up on troubleshooting techniques and be ready to discuss your hands-on experience with similar products, as this will show your capability to handle the role.
✨Showcase Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples that highlight your strong communication skills and how you've successfully resolved customer issues in the past. This will demonstrate your ability to build relationships and ensure customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to field service challenges. Think through how you would approach troubleshooting a malfunctioning device or managing a difficult customer interaction, as this will showcase your problem-solving abilities.
✨Highlight Your Team Collaboration Experience
Collaboration is key in this role, so be ready to discuss how you’ve worked with cross-functional teams in the past. Share specific examples of how you’ve contributed to team success, especially in training or mentoring junior engineers, as this aligns with the responsibilities of the position.