Product Services Engineer II

POSITION SUMMARY

The Product Service Engineer position is responsible for developing and guiding a support plan for products from market introduction to end of life. With focus primarily on preparing the service delivery process for new products being launched by Meso Scale Diagnostics (MSD). Assists in optimizing processes to meet specific technical objectives and trains new and existing engineers to implement those processes in the field. Also responsible for assisting in developing and training field service staff on new or existing products.

DUTIES AND RESPONSIBILITIES

• Acts as team lead for new products and beta field testing programs.

• Assists in the development and delivery of Field Service Training.

• Organizes, documents, and optimizes product maintenance, repair, and updates processes provided by engineering for the field service team.

• Acts as a liaison between instrument service and engineering for resolution of escalated issues.

• Assists in the development and maintenance of a field qualification process for new and existing instrumentation.

• Create processes and procedures for field bases processes using guidance provided by engineering and product development.

• Services, repairs, and performs preventive maintenance on MSD instruments in the field, depot, and in-house; focusing on new and low volume products.

• Install MSD instruments at internal and external customer sites.

• Provides guidance and support to junior engineers in the form of mentoring or troubleshooting guidance.

• Assists field personnel in finding resolutions to complex or uncommon failures.

• Responsible for maintaining accurate and up-to-date records across various software and CRM tools.

• Provides clear, actionable feedback to company leadership on how to improve, processes, products, and service offerings.

• Specific duties may vary depending upon departmental requirements.

EDUCATION AND EXPERIENCE

• Bachelor's degree is required in a related field or equivalent work/military experience.
• Minimum 8 years of experience in field service required. A background in Biotechnology instrumentation is preferred.
• Experience with using basic hand tools and inspection equipment required.

KNOWLEDGE, SKILLS AND ABILITIES

• Advanced knowledge of how to write procedures and documentation for product installation.
• Strong working knowledge of instrumentation repair and an in-depth understanding or mechanical theory of operation. A robotics background is a plus.
• Familiarity with ISO, GMP and GDP processes is required. Familiarity with ISO, 5S, GMP, and GDP processes is a plus.
• Possess strong troubleshooting fundamentals and heavy analytical background.
• Logical problem-solving skills and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion.
• Excellent oral and written communication skills.
• Ability to produce clear, concise, and technically accurate documentation.
• Excellent communication skills with the ability to organize, present, and articulate ideas both verbally and in writing.
• Ability to effectively deal with internal and external customers and staff. Ability to interact with a high level of patience, tact, and diplomacy, and can maintain composure under pressure. Can easily mediate and resolve conflicts
• Effectively identify and communicate issues, problems, and results to appropriate personnel.
• Ability to pipette with high degree repeatability is highly desired.
• Excellent organizational skills.
• Proficiency in MS Windows, Office, and general networking setup.
• A wide degree of creativity and latitude is expected including the ability to multi-task and work productively in a demanding production environment with changing priorities
• Ability to work independently, as an effective team member, and with all levels of the company.
• Ability to travel up to 50 percent of the time.

PHYSICAL DEMANDS

While performing the duties of this job, the individual is frequently required to sit, talk, and hear. The individual is occasionally required to walk, stand, and squat; use hands and fingers to operate, handle, or feel objects, tools or controls; reach with hands and arms. The individual is occasionally required to move/lift up to 50 pounds.

WORK ENVIRONMENT

The position is performed in a traditional office setting that is moderately quiet. During travel, the work environment may vary.

COMPENSATION SUMMARY

The annual base salary for this position ranges from $85,900 to $131,000. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate's knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non-discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company's overall success.

BENEFITS SUMMARY

At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.

EEO/AA STATEMENT

MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status, or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please visit here. Meso Scale Diagnostics uses E-Verify to validate the work eligibility of candidates.