Field Service Engineer III (HPLC/MS) San Juan Capistrano

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

About Unity Lab Services (ULS)
ULS delivers integrated laboratory services, support, and supply management-from single-instrument service to full lab operations-helping research, analytical, and clinical customers maximize uptime and productivity.

Position Summary
We're seeking a Field Service Engineer with advanced HPLC and LCMS expertise to be the primary technical resource at a designated clinical customer site. You'll own the customer environment, working autonomously on an advanced LCMS stack performing installations, qualifications, preventive maintenance, troubleshooting, and repairs that keep clinical operations running and instruments at peak performance.

Location
Customer is located at San Juan Capistrano, CA and must live within a max of 1hr of the Customer Site with traffic.

Key Responsibilities

LCMS

• Installation and site readiness (power, HVAC, benches, gases), IQ/OQ/PQ execution, calibration.
• Preventive maintenance (vacuum pumps, turbomolecular service, source cleaning, LC seals, lamps).
• On-site diagnostics and repair (vacuum faults, leaks, detector noise, MS tune/ion optics issues).
• Software/firmware updates, instrument control and data system setup, user accounts, backups.
• System Calibrations (tuning, calibration, sensitivity checks).
• Compliance documentation (GMP logs, service reports, change control, parts traceability).
• Customer training on operation, care, basic troubleshooting, safety (solvents, high voltage).
• Spare parts/logistics, RMA handling, escalation to factory support, remote diagnostics.
• EHS adherence (chemical handling, waste disposal, lockout/tagout), site risk assessment.
• KPIs: first-time fix rate, uptime, PM completion, compliance audit readiness.

Customer Site

• Deliver a consistently excellent customer experience by pairing technical execution with proactive communication, transparency, and empathy throughout the service lifecycle.
• All FSE interactions at customer sites and remote touchpoints: scheduling, arrival, onsite work, follow-up, and continuous relationship management
• Greet, introduce, and confirm purpose of visit; adapt to customer constraints.
• Maintain a clean, respectful workspace and minimize disruption.
• Set expectations up front: scope, estimated timelines, potential risks, and outcomes.
• Provide plain-language explanations of findings and actions.

Proactive Communication

• Pre-visit confirmation with requirements and ETA.
• Real-time updates if timelines change; immediate notice of critical findings.
• Post-visit recap with clear next steps and ownership.

Arrival & Readiness

• On-time arrival; confirm safety and site readiness without burdening the customer.
• Follow checklists while narrating key steps that matter to the customer (what, why, impact).
• Validate outcomes against customer-defined acceptance criteria.

Customer Validation

• Demonstrate results (tests, performance before/after); obtain sign-off only after confirming satisfaction.

Clear Documentation

• Summarize work performed, parts used, results, and any risks in customer-friendly language; attach evidence in LCMS.
• Provide concise recommendations, due dates, and responsible owners; schedule follow-ups before leaving when possible.

Responsiveness & Escalation

• SLA Awareness - Track response and resolution commitments

• Timely Escalation - Escalate early with clear impact statements and expected timelines; keep the customer updated.

Quality & Continuity

• Right-First-Time - Verify parts and procedures to avoid repeat visits; if a return visit is needed, schedule promptly and explain why.
• Seamless Handover - Ensure any colleague can pick up from LCMS with full context; notify the customer of the new point of contact if ownership changes.

• Trust, Security & Compliance

• Data Respect - Protect customer data sensitive content in free text.
• Regulatory Confidence and Compliance - Record calibration, validation, and compliance evidence so auditors and customers can easily verify.

Customer-Service KPIs

• On-Time Arrival, Communication Quality, First-Time Fix Rate, Mean Time to Restore Service, Repeat Visit Rate, Scheduled vs. Actual Completion, and Visit Summary
• Close the loop: confirm that the solution works in the customer's workflow, not just technically.
• Leave the site better than found: tidy area, labeled equipment, updated site instructions.
• Higher satisfaction and trust, fewer surprises, faster resolutions, and a consistent, personalized service experience

Customer Site Ownership

• Act as the on-site engineer for a clinical facility.
• Maintain proactive communication with customer stakeholders and ULS teams to ensure timely service and strong satisfaction.
• Deliver customer training on LC/MS operation and routine care.

Operational Excellence

• Use service management tools to document work, manage parts, and close calls accurately and on schedule.
• Collaborate with specialists, engineering, and customer service to expedite complex repairs.
• Produce clear service documentation and reports.
• Travel overnight up to 50%; occasional weekend work as needed.

Minimum Qualifications

• Bachelor's in Sciences, Engineering, Electronics, or equivalent experience.
• 3+ years hands-on servicing LC/MS and HPLC (installation, troubleshooting, hardware repair).
• Demonstrated ability to diagnose mechanical, electrical, optical, and system-level issues.
• Proficient in reading schematics, wiring diagrams, assembly drawings, and component documentation.
• Strong interpersonal and communication skills in customer-facing settings.
• Able to work independently and collaboratively.
• Valid driver's license.

Physical and Environmental Requirements

• Lift up to 50 lbs with assistance; routinely carry 25-30 lbs.
• Frequent bending, squatting, stretching, and reaching during service tasks.
• Medium-to-heavy activity level.
• Comfortable working around chemicals, electrical systems, mechanical parts, fumes, and vibration.
• Close, distance, and color vision; ability to adjust focus.

Compensation and Benefits
The hourly pay range estimated for this position based in California is $40.06-$60.08.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: