Field Service Engineer (NC, MA, TX)

Today, Lonza is a global leader in life sciences operating across five continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

The Field Service Engineer (FSE) is responsible for timely execution of maintenance, repair, and installation of Lonza’s Lab Instrument Portfolio, including endotoxin detection systems & software applications at the customer site. The FSE must have extensive knowledge and understanding of endotoxin detection assays, Microplate Reader, & Automated Liquid Handling Systems operation. This role may also include expansion into other areas of the Testing portfolio as well as Discovery (Nucleofector) platform installation, preventive maintenance & servicing.

Success in this role requires some knowledge in endotoxin detection assays, automated liquid handling platforms, and microplate reader operations. The role may also expand to include support for additional testing platforms, including installation, preventive maintenance, and servicing of Discovery (Nucleofector) systems.

This is a full-time position supporting our clients across multiple locations. While our clients are based in various regions, we are primarily seeking candidates located in Raleigh, NC; Durham, NC; Houston, TX; or Boston, MA. To ensure flexibility and ease of travel, candidates should be based near a major airport.

Key Responsibilities:

• Execute and timely document all field services (preventative maintenance and repairs) while ensuring appropriate testing documentation is completed, recorded with the customer and filed. This includes but not limited to Repairs, Assays, PM completion, Installations, Software/hardware updates, and training

• Perform IOPQ’s, software/hardware updates, trouble shoot and train in accordance with Quality Manual methods and procedures.  Able to identify, adapt and support unique customer quality assurance requirements to their standards

• Install, configure, trouble-shoot/support and train on Lonza WinKQCL software

• Operate and interact at a customer site, co-located with customer team(s) during normal business hours as well as support after-hours as needed based on customer schedules and projects

• Hold regular meetings and reviews with the customer team to discuss instrument support, troubleshooting, issues, actions plans and service activity review(s), including monthly/quarterly scorecard updates and communication

• Manage equipment required in support of T&M or maintenance situations. Maintaining all company property, inventory levels, tools, and cost including travel according to company guidelines and policies

• Create, Maintain, & Execute records in the Field Service Management Application & Work Order System.   Ensure timely action aligned with workflow and business rules for all Service Events in the Field Service Management Application

• Act as conduit or funnel for technical information to key departments or personnel as needed.  This includes but not limited to first time fixes, trends, and analysis of customer data

• Develop and maintain customer and general protocols, and troubleshooting content

• Coordinate travel, schedule and manage field service contracts in an assigned Territory and/or Account. Contribute as needed in open territories

• Follow all applicable federal/state/local guidelines and regulations, SOP’s, work instructions, including contract or fee-based billing as detailed

• Support knowledge transfer and training of new or more junior FSE team members

• Perform other duties as assigned

Key Requirements:

• Minimum of 3-year experience in a laboratory setting with use of instrumentation and software applications required

• Hands on knowledge of endotoxin testing methods and applications within the pharmaceutical, medical device, environmental, and dialysis industries

• Comprehensive knowledge of regulatory guidelines

• Solid understanding of quality systems and the issues associated with installation and validation of new system/instrumentation

• Ability to work and travel independently and as needed

• Excellent communication (both written and verbal) with ability to articulate key technical concepts; listening skills; independent and self-directed

• Laboratory skills for pipetting, operation of endotoxin testing equipment and software