Field Services Engineer II, Automation Solutions

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:
  • Conduct site surveys and lead the installation and commissioning of MSD’s automated assay systems at customer sites worldwide.
  • Take ownership of the initial deployment, ensuring systems are fully operational, optimized, and integrated within customer workflows.
• Technical Support & Maintenance:
  • 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.
  • Drive minimal downtime and quick resolutions, ensuring exceptional customer satisfaction and system performance.
• Training & Documentation:
  • Contribute to the development and delivery of training materials and customer-facing documentation, empowering customers to maintain their systems and ensuring effective field operations.
  • Create and update internal training materials for Field Service Engineers, ensuring they are equipped with the knowledge to support the system effectively.
  • Maintain detailed service records and collaborate with internal teams for continuous improvement of field processes and product performance.
• Collaboration & Feedback:
  • Act as a key liaison between customers and internal teams (engineering, product development), providing feedback on system performance and recommending product improvements.
  • Participate in Field Service meetings, sharing insights on challenges and trends, and driving improvements in MSD’s field service offerings.
• Process & Procedure Development:
  • Play a leading role in developing service processes, procedures, and checklists for field activities, ensuring efficient, high-quality support.
  • Contribute to the development of best practices and standards that will be adopted by future engineers across regions.
• High-Visibility Role with Global Impact:
  • 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.
  • 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:
  • Bachelor’s degree in Engineering, Life Sciences, or a related field, or equivalent military/work experience.
  • A minimum of 5 years of experience in field service engineering, systems integration, or related technical roles.
  • Hands-on experience with automated laboratory systems, liquid handling equipment, or robotics.
  • Proficiency with basic hand tools, inspection equipment, and diagnostic tools.
• Preferred:
  • Experience in developing field service procedures, creating training materials, and standardizing service operations.
  • Familiarity with complex biotechnology instruments such as NGS systems, GCMS, or robotics.
  • 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