Service Engineer – Norwood MA

Company Overview

Innovation For A Better WorldHamilton delivers global innovations that contribute to positive change. For over 70 years, Hamilton has partnered with customers to provide technologies, engineering expertise, and reliable solutions that accelerate advancements in research, development, and industrial processes. We facilitate innovations for a healthier, more sustainable future through collaboration and effective solutions.

Responsibilities

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. Hamilton Storage, the subsidiary of Hamilton Robotics and is an innovative manufacturer and distributor of robotic freezers and benchtop devices to support laboratory automation. We are seeking a Service Engineer, based near Norwood MA.

 

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.

 

The Opportunity

 

The Service Engineer identifies, analyzes, and repairs product failures. The typical day consists of:

• Troubleshoot and maintain large scale automated freezers
• Identifies, analyzes, and repairs product failures. Orders and replaces parts as needed.
• Research and answer customer questions about product features, issues, and upgrades.
• Performs start up testing and customer training on features and general maintenance of product
• Has solid knowledge of the organization's products and services
• Performs customer user training
• Contributes to the R&D aspects of projects by presenting the Service perspective
• Has knowledge of the organization's products and services

The Role

• Report to Norwood MA daily.
• Provide on-site service, repairs, and quality checks
• Provide remote support via phone, e-mail, and computer
• Troubleshoot electrical to the circuit board level
• Troubleshoot mechanical to the component level
• Clearly and accurately complete documentation on time
• Perform Installations and de-installations
• User Trainings, PMs, and SATs
• Build professional strong working relationships with customers and companies
• Follow laboratory safety practices as defined by the Company and/or the customers’ site safety code
• Responsible to learn, know, and adhere to department and company standards and procedures
• Utilizing D365 write Service Reports, RMAs, and Post Production Complaints
• Work with Technical Support Specialists to ensure service documentation is fit for purpose

Qualifications

• A high level of self-motivation to assist customers, sales, and service people to overcome any problems that they may have which relate to our instruments in a timely manner
• Familiarity with automation in cold environments (-20C and -80C)
• 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/Experience

• Degree in Engineering or similar discipline or equivalent professional experience-based knowledge
• Four years of related experience in automation, robotics, or similar.
• Experience working with customers in the life science/clinical/pharmaceutical would be an advantage
• Beckhoff Twin CAT, Elmo Studio, Vision Systems, and barcode reading would be an advantage.
• Microsoft Windows environment, Active directory, SQL databases, IP addressing, Remote Desktop
• Protocols, and Driver Support would also be an advantage
• Being fluent in English is necessary

About Hamilton

• Established, stable, and reliable company.
• Comprehensive benefits package: medical, dental, vision insurance; paid vacation and sick time; disability insurance; 401(k); tuition reimbursement; and more.
• Engaging and innovative design projects.
• Strong opportunities for professional growth.
• Commitment to sustainable design practices.
• Personal Protective Equipment (PPE) may be required (provided by employer).
• Drug and background screenings required.

Equal Employment Opportunity - 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.

Mid Salary