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.

Hamilton Storage is a leading developer and manufacturer of products that service the Pharmaceutical, Research, and Agricultural industries. Our customers range from renowned academic institutions and government laboratories to the world's leading pharmaceutical, biotechnology and clinical research organizations. With operations in Franklin, Massachusetts and Ems, Switzerland, we sell and service our products through a combination of direct and distribution channels to customers around the world.

 

A career with Hamilton Storage ("HST") is an experience where our employees are energized and are aligned to provide the best in in class cold storage automation as well as automated bench top devices. Hamilton Storage, the subsidiary of Hamilton Robotics, is an innovative manufacturer and distributor of robotic freezers and benchtop devices to support laboratory automation. We are seeking a Field Service Engineer III in the Northeast based near a major airport.

The Opportunity

The Field Service Engineer III is a senior position based out of Franklin MA, but will be a floating position that covers the entire United States and Canada.  International travel may be required for up to two weeks per year as well. This position is not responsible for a territory or any one account.  This role is responsible for resolving escalated situations via the phone, email, virtually, or onsite and will also cover other territories when FSE’s are out of office.  

 

The FSE is shall identify, analyze, and repairs field failures. On a typical day, the Engineer III, Field Service:

• Configures, troubleshoots, and maintains products and equipment.
• Identifies, analyzes, and repairs product failures.
• Has solid knowledge of the organization's products and services
• Provides onsite and remote technical support to our customers
• Has knowledge of the organization's products and services

The Role:

• Provides remote support via phone, e-mail, and computer
• Provides on-site field service, repairs, and quality checks
• Troubleshoots electrical to the circuit board level
• Troubleshoots mechanical to the component level
• Builds strong professional working relationships with customers and companies
• Follows laboratory safety practices as defined by the Company and/or the customers’ site safety code
• Responsible for learning, knowing, and adhering to department and company standards and procedures
• Clearly and accurately completes documentation on time by utilizing D365 to write Service Reports, RMAs, and Postproduction Complaints
• Shares knowledge with others using provided forum applications.
• Mentors new FSEs by joining them in the field following initial training sessions to build skillsets and professional confidence.
• Travels up to 70%, with durations lasting from a day up to two weeks at one time.

Essential Skills & Experience

• A high level of self-motivation to assist customers and service people to overcome any problems that they may have which relate to our instruments in a timely manner
• Expert in automation
• Excellent communication skills, which are appropriate for a customer-facing role
• Be hardworking and enthusiastic with exceptional attention to detail
• Be able to make decisions and act for customers based on knowledge and experience
• Be capable of working under pressure without compromise
• Be capable of working independently and in a team
• Be able to travel and be flexible subject to Business requirements
• Position requires exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time
• Willingness to work additional hours and the flexibility to work overtime as and when required

Education and Experience or Equivalent

• Minimum of 10 years of related experience
• Degree in Engineering or equivalent work experience is required.
• Experience in automation, robotics, or similar fields, is essential.
• Experience working with customers in the life science/clinical/pharmaceutical field would be an advantage
• Being fluent in English is required.

Additional Information

• Diverse portfolio of exciting and innovative design projects
• Tremendous opportunities for professional growth
• Commitment to sustainable design
• Competitive compensation
• Excellent benefits package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and more
• Solid Stable Company
• Drug-free workplace
  

It is the policy of this organization to provide equal employment opportunities to all qualified applicants without regard to race, creed, color, national origin, sex, age 40 and over, disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.