POSITION SUMMARY:
This position is responsible for supporting the installation, maintenance, and servicing of our cutting-edge automated assay systems. The incumbent will provide customer service, troubleshooting, and maintenance of this platform for our global client base.
DUTIES AND RESPONSIBILITIES:
• Lead Client Support & Installations:
o Conduct site surveys and lead the installation and commissioning of MSD's automated assay systems at customer sites worldwide.
o Take ownership of the initial deployment, ensuring systems are fully operational, optimized, and integrated within customer workflows.
• Technical Support & Maintenance:
o Provide expert on-site and remote troubleshooting, service, and preventive maintenance for MSD's automated systems, with a focus on plate and fluid handling components.
o Drive minimal downtime and quick resolutions, ensuring exceptional customer satisfaction and system performance.
• Training & Documentation:
o Contribute to the development and delivery of training materials and customer-facing documentation, empowering customers to maintain their systems and ensuring effective field operations.
o Create and update internal training materials for Field Service Engineers, ensuring they are equipped with the knowledge to support the system effectively.
o Maintain detailed service records and collaborate with internal teams for continuous improvement of field processes and product performance.
• Collaboration & Feedback:
o Act as a key liaison between customers and internal teams (engineering, product development), providing feedback on system performance and recommending product improvements.
o Participate in Field Service meetings, sharing insights on challenges and trends, and driving improvements in MSD's field service offerings.
• Process & Procedure Development:
o Play a leading role in developing service processes, procedures, and checklists for field activities, ensuring efficient, high-quality support.
o Contribute to the development of best practices and standards that will be adopted by future engineers across regions.
• High-Visibility Role with Global Impact:
o This is a high-visibility position with direct impact on the success of the platform. Your contributions will directly influence the customer experience and the operational success of this highly automated system globally.
o Collaborate cross-functionally to ensure that MSD's automated systems are continuously evolving based on field feedback, ensuring that the company maintains its leadership in the automation space.
EXPERIENCE AND QUALIFICATIONS:
• Required:
o Bachelor's degree in Engineering, Life Sciences, or a related field, or equivalent military/work experience.
o A minimum of 5 years of experience in field service engineering, systems integration, or related technical roles.
o Hands-on experience with automated laboratory systems, liquid handling equipment, or robotics.
o Proficiency with basic hand tools, inspection equipment, and diagnostic tools.
• Preferred:
o Experience in developing field service procedures, creating training materials, and standardizing service operations.
o Familiarity with complex biotechnology instruments such as NGS systems, GCMS, or robotics.
o Knowledge of ISO standards, GLP, and Good Documentation Practices (GDP).
KNOWLEDGE, SKILLS AND ABILITIES:
• In-depth understanding of automation technologies, robotics, and control systems.
• Excellent problem-solving skills with the ability to troubleshoot and resolve complex technical issues in automated systems.
• Experience developing test scripts, analyzing software logs, and working with automation equipment.
• Strong communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
• A customer-first mindset with a proven ability to deliver exceptional service and manage complex, high-pressure situations.
• Ability to work independently while collaborating effectively across teams, and managing multiple priorities in a fast-paced environment.
• Proficiency in MS Windows, MS Office, and basic networking.
• Willingness and ability to travel extensively.
Preferred Qualifications:
• Experience in the life sciences, drug discovery, or clinical laboratory industries.
• Familiarity with large-scale automated liquid handlers and robotics service.
• Strong organizational skills with experience in managing complex projects and multiple moving parts.
PHYSICAL DEMANDS:
• This role requires significant travel (up to 100% at times), including international travel, to provide timely and expert support to our clients, ensuring the success of system installations and ongoing operations.
• Must be able to lift up to 50 pounds regularly and occasionally assist with heavier equipment (up to 75 pounds).
• Physical mobility is required for travel, setting up equipment, and working in various laboratory environments.
WORK ENVIRONMENT:
• Up to 100% travel required at times, including international travel, as well as flexible hours to meet client needs.
• Ability to work independently and efficiently in a dynamic, customer-facing environment.
COMPENSATION SUMMARY:
The annual base salary for this position ranges from $88,100 to $134,400. 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.
