Scientific Service Engineer

POSITION SUMMARY:
The Service Engineer is responsible for making sure Company’s customers have a superior experience with their product. Superlative customer facing skills will be needed to be successful in this position. Training, technical support, identifying parts and supplies, repairing, service inventory management, service call monitoring and tracking, interfacing with design engineers, and installation are examples of necessary activities.


RESPONSIBILITIES:

• Become in-house technical expert on Company Lab and Medical product. The bulk of the work is handling service calls and emails that are performed in office and remotely at home.
• Occasionally travel across US (10-20% of the time) to install, test, and service our product.
• Provide emergency service visit within short notice (≤ 1 Day) and quick turnaround when urgently needed.
• Provide product training so the customer is excited to use our products.
• Learn about customer applications to gain more knowledge in biotechnology / IVF.
• Participate in Research and Development effort to improve our products with knowledge gained.
• Inspect and test the products in warehouse prior to shipment, to prevent installation surprises.
• Organize the units that require in-house testing and rectification, so they can be shipped on time.
• Organize inventory of replacement parts and order stock, to ensure smooth operations.
• Identify and procure parts & equipment to make the job easier.
• Assist customers and independent technicians on technical questions until customer is satisfied.
• Maintain a complete service log to keep track on service issues.
• Communicate directly with factory, issue Defect Reporting Form, and track parts shipment.
• Analyze and quote proper replacement parts. Manage, send, and keep track of ordered parts.
• Perform and/or supervise hands-on installation, certification, and rectification.
• Assist in warehouse / inventory control, and other work as assigned.
• Find Lab projects to bid from Construct Connect website, during service downtime.

JOB REQUIREMENTS:

• Bachelor’s degree in biology, biomedical, electrical or mechanical engineering.
• Knowledge of life science applications and laboratory equipment.
• Strong customer service background.
• Being articulate in explaining technical terms to customers.
• Being able to lift 50 pounds, and think about safety when moving bulky and heavy medical equipment.
• Proven experience to work in a team-based environment.
• Willingness to travel across US, about 10-20% of the time depends on needs, sometimes within 1 Day notice.
• Possess valid US passport, driver’s license, and credit card for traveling.
• Enthusiastic, self-motivated to do what it takes to get things done and make customers happy.
• Strong organizational skills in service / installation management and customer follow-up.
• Being organized at work, including in handling units, parts, tools, workplace, reports, and service inquiries.
• Able to think minimum 2-step ahead to anticipate what may go wrong during and after installation.
• Submit Overtime Time Sheet by Monday on pay weeks.
• Protect Esco Technologies intellectual, sales, and pricing information.
• Maintain utmost integrity at work.
• Work in Esco Technologies for 1 year, if being sent to Europe and/or Asia for training.
• Agreed to background check, and substance check, and pass all of them.
• Preferably non-smoker, to prevent releasing Volatile Organic Compounds (VOC) inside customer’s IVF lab.
• Adhere to company regulations as described in Employee’s Handbook.

ESCO was founded in 1978 and has emerged as a leader in the development of laboratory, pharmaceutical and medical equipment solutions. Since its beginning ESCO has earned a reputation for innovation and extraordinary customer care in the laboratory equipment industry. We listen carefully to our customers and to feedback from our representatives, so ESCO products represent the best thinking and most up-to-date feedback and features in the world.ESCO's focus on quality and timeliness is relentless. Continuous improvement is a mantra. Cross functional teams from Production, R&D, Quality Assurance, Senior Management, are regularly assembled to review and implement areas for improvement. ESCO’s story is one of hard work, empowerment of others, dedication, attention to detail, innovation, and customer service focus, one customer at a time.