Product Specialist at Hamilton Storage Technologies

Job Details

Job Type

Full-time

Shift & Schedule

Overtime

Benefits

401(k)

Dental insurance

Disability insurance

Health insurance

Paid sick time

Paid time offShow 2 more benefits

Estimated salary guide

• Not provided by employer
• $50.1K – $63.5K a year is the estimated salary for this role in Franklin, MA.

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Full Job Description

Company Overview: Hamilton Storage provides automation solutions to customers in life science and clinical research. The company develops modular, scalable systems that automate sample storage, management, and processing. Hamilton provides all the benefits of advanced automation without the complexity associated with installing, operating, and maintaining large-scale custom systems.

Acquired in 2007, Hamilton Storage is headquartered in Franklin, Massachusetts, USA, with R&D facilities co-existing in both Franklin, MA, and Bonaduz, Switzerland. The decentralized R&D organization benefits both production and marketing and allows Hamilton to stay close to the local markets and respond quickly to market needs. Responsibilities:

The Field Service Engineer II – Product Specilaist develops creative solutions to more unique, chronic, or complex issues. Research and answers difficult customer questions about product features and recommend appropriate upgrades. The Engineer performs customer training on features and general maintenance of product and mentors less experienced engineers. He or she has deep knowledge of the organization’s products and services. He or she also contributes to the R&D aspects of projects by presenting the Service perspective.

• Be the Subject Matter Expert
• Perform remote troubleshooting and diagnostics.
• Support and mentor the Engineers in the field.
• Manage the escalation flow to ensure follow-up with the customer until issue is resolved.
• Responsible for identifying and forecasting spare parts and keeping the list up to date as changes happen over time.
• Handle all service calls in a timely and professional manner. Triage with technical support as needed.
• Interface with cross-functional work teams such as R&D, Customer Service, Product Management, Manufacturing, and Sales.
• Follow company’s ISO and Health & Safety procedures.
• Perform telephone, email, and remote support for both internal and external customers
• Work with the team to ensure documentation is fit for purpose and up to date.
• Communicate with the customer to ensure complete satisfaction and implement any necessary corrective actions.
• Travel 15%.

Qualifications:

• Be hardworking and enthusiastic with exceptional attention to detail.
• High level of self-motivation to assist customers, sales, and service team to overcome problems in a timely manner.
• Have excellent communication skills, which are appropriate for a customer-facing role.
• 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.
• Must be able to travel frequently 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.
• Microsoft Windows environment, Active directory, and SQL databases.
• IP addressing, Remote Desktop Protocols, and Driver Support
• Willingness to work additional hours and the flexibility to work overtime as and when required.
• Beckhoff Twin CAT, Elmo Studio, Vision Systems, and barcode reading.

Education/Experience:

• Degree in Engineering or equivalent professional experience-based knowledge.
• Experience in automation or similar is essential.
• Experience working with customers in the life science/clinical/pharmaceutical field would also be an advantage.
• Being fluent in English is necessary

Additional Information:

• Diverse portfolio of exciting and innovative design projects
• Tremendous opportunities for professional growth
• Commitment to sustainable design
• Competitive Compensation
• Excellent Benefits Package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement, and much more
• Solid Stable Company
• Drug-free workplace