Service Engineer II

• Perform scheduled on-site services, including IQ/OQ, system installation, preventative maintenance, troubleshooting, and resolution of PBS bioreactor hardware- and software-related issues through calls, emails, and on-site visits, ensuring timely execution, professional customer support, and accurate documentation. Issues beyond the scope of Service Engineer I may be escalated to this role.
• Support customer complaint investigations and product feedback processes by gathering field data, documenting findings, communicating relevant customer input to internal teams, and collaborating with Quality, Engineering, and Manufacturing to identify root cause and corrective actions.
• Serve as a backup internal resource for developing user requirements for product development and communicating applicable customer feedback to internal teams.
• Develop, maintain, and contribute to field service documentation, including procedures, service reports, work instructions, technical documentation, and investigation reports, ensuring records are clear, accurate, and complete.
• Provide necessary training for onboarding new Service Engineers.
• Maintain and manage the tool sets assigned for bioreactor testing and field services.
• Lead bioreactor configuration for all new units

The following are the minimum qualifications that an individual needs in order to successfully perform the duties and responsibilities of this position.

Please note that the minimum qualifications may vary based upon the department size and/or geographic location.

• Bachelor’s degree preferred in Mechanical Engineering, Electrical Engineering, or a related technical discipline, with a minimum of 5+ years of relevant work experience with electromechanical equipment manufacturers.
• In lieu of a Bachelor’s degree, 7+ years progressively responsible, directly related technical experience involving the installation, maintenance, troubleshooting, repair, and/or servicing of complex electromechanical equipment. Relevant technical education, certifications, or specialized training may also be considered as part of the equivalent experience.