Field Service Engineer

Winning the race to bring new healthcare products safely to a waiting world drives Rapid Micro Biosystems (RMB) to combine today’s innovative technologies as never before. Your career at RMB puts you at the center of diverse global teams that span robotics, AI, Machine Learning, imaging, microbiology, and more, re-shaping how urgently needed pharmaceuticals are made, tested, and released for decades to come. The sky’s the limit.

Careers at RMB are fast-moving, with the high growth you’d expect from a world leader in microbiology automation. Advancement at RMB affords an opportunity to achieve your personal goals and develop your passions, in an inclusive environment where every employee has the resources and opportunities to hone their skills. You’ll do more, learn more, and have the ability to make a profound impact on our business.

Summary: The Field Service Engineer (FSE) is responsible for installing and maintaining Growth Direct systems to meet or exceed customer expectations. This position requires advanced problem-solving skills, both technically and in handling customer situations.  The FSE is an experienced professional with well-developed communication skills who has a full understanding of industry practices and company policies.  With advanced levels of technical and communication skills, the FSE is expected to always provide a support product that maximizes both customer satisfaction and instrument uptime while fulfilling organizational objectives.  As a trusted resource, the FSE has earned the autonomy to make decisions on prioritization of field activities with little to no supervision or guidance. 

Primary Activities: ·         Perform successful installations at new and existing customer sites   ·         Complete regularly scheduled Preventative Maintenance activities on time 100% of the time   ·         Provide dependable and reliable service for emergency customer repairs per service levels defined by the Warranty or Service Contract 100% of the time   ·         Complete all paperwork within departmental goals 100% of the time   o   Service reports o   Expense reports o   SFDC requirements ·         Complete all necessary training on time to meet Quality requirements   ·         Develop working knowledge of industry practices and company policies   ·         Support the new instrument Sales Process by performing site inspections   Maintain company equipment and manage inventory accuracy  

Skills ·         Demonstrated ability to read, comprehend, and interpret scientifically written documentation, including organizational and instrument procedures, and those from customer/regulatory agencies ·         Strength in defining problems, collecting data, establishing facts, and drawing valid conclusions ·         Well-developed and professional output of written and spoken communications ·         Expertise in decision making as related to prioritizing schedule, making travel choices, and recognizing when to escalate issues to management ·         Computer/Microsoft Office proficiency, especially in Outlook, Excel ·         Professional email etiquette ·         Regularly makes decisions autonomously with little or no guidance/supervision; a trusted resource

Knowledge ·         Experience working with mechanical systems consisting of pneumatic and servo-controlled mechanisms ·         Experience working directly on software-controlled instruments ·         Demonstrated experience working in ISO or GMP controlled environments in the life science field Acquired knowledge of computer networkingPrevious experience having worked as a field engineer and understanding of appropriate and professional customer handling are requiredDeep knowledge of procedures to effectively contribute to updates and procedure improvements

Behaviors ·         Strong communication and interpersonal skills (internally and externally) ·         Careful attention to time management and organization, including appropriate work/life balance ·         Team player capable of focusing on the organizational objectives over personal desires ·         Positive attitude towards challenging situations and in the face of adversity; adept at offering a solution-based approach ·         Ability to provide compelling narrative to influence customer and internal decision makers

Education ·         Minimum of technical degree in sciences/engineering or equivalent military experience, bachelor’s degree preferred

Environmental Factors ·         May be required to work on client sites for extended hours ·         Must be able to lift 75 pounds ·         Requires extended travel on short notice