Field Service Engineer - Richmond VA

Work Your Magic with us! Start your next chapter and join MilliporeSigma.

Ready to explore, break barriers, and discover more? We know you've got big plans - so do we! Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.

Your Role:

Millipore Sigma field service representative 1 demonstrates a basic level of knowledge for providing on-site customer support and technical assistance. Traveling to various customer sites, assessing their needs, installing, and repairing, performing preventative maintenance and validation/qualification services and training customers on our products and services.

Key Tasks and Responsibilities: Basic knowledge and execution of the following:

• Provide professional service on a timely basis (PMs in month they are due, installs completed within two weeks from site being ready, repairs as requested by customer and perform system validations/qualifications, as required, response time ranging from next business day up to 10 business days) respecting all customer on-site rules and regulations including good on-site housekeeping practices.
• Accurate and detailed completion of Work Orders and related documentation.
• Keeping Records: Close Work Orders and appropriate documentation completely and accurately within 24 hours of completion of services
• Provide customers with appropriate documentation of work completed, including but not limited to: Service Report, Meter Verification Report, etc.
• Maintain an accurate daily schedule: Working with Field Service Coordinator to maintain and accurate daily schedule of appointment times for internal visibility, communicate to customers ahead of time and adapt to repairs. With support of the Field Service Coordinator and/or Supervisor, District Manager. Notify Manager when schedule is impacting customer satisfaction and/or unable to complete work in requested time frame.
• Maintain physical consignment inventory in accordance with SOP (within suggestion value limits and maintain accuracy compared to actual and documented inventory).
• Maintain tools and test equipment in proper working order and calibration. Tools include minor power tools, hand tools, etc. Test equipment includes meters used for verification/qualification procedures.
• Generate leads for new hardware, consumables, accessories and service contracts via the current CRM tool.
• High level of customer acumen, think clearly, make good judgements on behalf of the customer and ability to work independently with little supervision
• Maintain timely, courteous, effective and professional communications between all customers, internal and external. Emergency responses could require a 2hr callback window to resolve via the phone or potentially requiring same day or next business day on-site response.
• Adherence to NA Fleet Vehicle Policy: Operating company vehicles in a safe manner, completing recommended maintenance and maintaining accurate mileage logs
• Assist with custom engineered system installations with support of the Supervisor, Manager, and/or MilliQ Projects Team.
• Adherence to NA Travel and Expense Policy: Submission of expense reports every two weeks.
• Adherence to NA Time and Attendance policy: Reporting hours worked, vacation and any time off allowed daily and accurately within UKG portal and according to company policy

• Meet customer site requirements including, but not limited to: vendor credentialing, background checks, drug and alcohol testing and immunization requirements as needed.
• Works with internal teams to improve overall business:
• Peer FSEs in adjacent territories: to most effectively complete work.
• Field Service Coordinators: Keep accurate Service Max information on scheduling activities and completion of onsite services, TOA, trainings etc.
• Repair Center: Calibration equipment management, Inventory management (i.e. use of excess inventory) and PPE supplies
• Maintenance Contract Sales: proper PM work order generation, remedy service contract issues and resolve change requests.
• Technical Service Team: repair case process, troubleshooting escalation.
• Customer Service: Account order entry, billing and invoicing questions, order tracking and shipments of service items.
• Field Sales and Digital Sales Specialist: navigate customer interactions, generate leads, supplement sales closure, coordinate installation of new equipment.
• IT Department: Computer, phone, tablet and software support
• Handling difficult conversations with internal/external stakeholders.

Who You Are

Minimum Qualifications:

• Associate degree in Electrical, Electronic or Mechanical Engineering or other Engineering or Technical degree OR
• High School diploma or GED with 3+ years of field service experience, experience in skilled trade, mechanical experience, or military electronics experience

Preferred Qualifications:

• Overnight travel as required, both domestic and international. Amount of travel depends on territory (10-60%), training, team meetings and coverage/support for other territories. Must possess a current passport or be eligible to obtain one.
• Work outside of normal business hours as business needs dictate, including willingness to work overtime as required. Customer base includes clinical customers who at times require emergency service during nights, weekends and holidays.
• Minimum 1-year field service experience and/or experience in other applicable skilled trades.
• Proficient with tools and test equipment. Tools include basic construction tools (screwdriver, basic power tools, drill, etc.). Test equipment includes test boxes for qualifications, meters for verifications, etc.
• Effective written and verbal communication skills.
• Ability to handle difficult customers and situations.
• Basic IT skills (i.e., ability to use computer for inter-equipment communications, uploading software from computer to the systems, use of iPad and iPhone, etc.).
• Ability to read, write, and speak English fluently.
• Ability to meet physical requirements: 66 -pound lifting requirement, without assistance. Ability to move and maneuver up to 165lbs, with assistance. Push and pull using force up to 60 pounds.
• Ability to sit, stand, walk, reach arms overhead, bend, turn/twist, kneel, squat, crawl, climb and reach out and up, turn wrist, grasp, pinch and manipulate fingers.
• Ability to move by lifting floor to waist, waist to shoulder, waist to floor, and lower overhead to shoulder, shoulder to waist and overhead to shoulder, carry, push and pull.
• Ability to meet medical requirements.

Medical Requirements:

• Medical exam with clearance to take a Work Skills Assessment demonstrating ability to perform essential physical job duties.
• Medical clearance to wear a half mask respirator.
• Visual acuity to 20/40 corrected in each and both eyes with ability to distinguish red, green and yellow colors.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!