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Field Service Engineer: Cambridge, MA

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Field Service Engineer: Cambridge, MA
Reports to: East Coast Service Manager

Company Description
Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and development applications. Help us become the standard in the laboratory automation field by enabling laboratory productivity and providing our customers with the Ultimate Automation Experience™.

Velocity11 invites capable and motivated individuals to join our team.

Job Description
This job is a field service position, traveling to customers’ sites to diagnose and repair machines.
The job base is in Cambridge, MA with last minute, overnight travel to other East Coast locations as necessary.

Customer Focus
As a Velocity11 Service Engineer, your responsibilities are much more than keeping machines running. You are responsible for the overall success of Velocity11 equipment at the customer’s site, and for creating and maintaining a positive customer experience.

Customer management duties include:
• Regular interaction with users to ensure a positive experience with Velocity11 equipment
• Communication with users and system administrators to report machines status
• End user and administrator training

Technical Focus
Service to Velocity11’s suite of robotic equipment necessitates knowledge of a wide range of subjects including servo controls, stepper motors, electronics, pneumatics, optical sensors, and control software using Windows operating systems.

Technical job duties include:
• Telephone troubleshooting
• Mechanical, electrical, and software support
• On-site problem diagnosis, preventative maintenance, upgrades, and installations
• Site schedule for preventative maintenance and equipment installations
• Timely updates to the service and client databases
• Timely submission of expense and service reports
• Writing service procedures (repair, installation, PM, troubleshooting)
• Keeping and submitting accurate inventory counts of personal stock
• Providing regular updates on client status with account coordinator and sales manager
• Continual education of Velocity11’s products through user guides, service manuals, and training classes
• Communication with Velocity11’s Manufacturing and Engineering teams to solve recurrent problems; and communication with our Sales and Applications team to ensure equipment meets the customer’s needs.

Qualifications

• A BS in mechanical or electrical systems (or equivalent) with demonstrated hands-on experience servicing or building machines.
• Biotech experience is strongly desirable.
• Excellent English communication skills (verbal and written).
• Methodical troubleshooting skills and a deep desire to understand and solve underlying problems
• Excellent record-keeping skills.
• Discipline to work away from company headquarters.
• Strong customer service mentality with unbounded enthusiasm for solving customer’s problems.
• Ability to handle customers successfully during challenging situations.
• Great personal initiative, sense of humor, and self motivation.
• Flexibility in work hours; and exceptional time management and organizational skills.
• Personal vehicle for service visits (Velocity11 provides mileage reimbursement).

We offer a competitive salary, benefits package, and pre-IPO stock options.

Please submit your resume, along with a cover letter detailing how you can contribute to providing our customers the Ultimate Automation Experience™ to: jobs@velocity11.com. Please put “Service Engineer: Cambridge” in the email subject line.