Field Service Engineer, CPBU - GenScript

About GenScript

GenScript Biotech Corporation (Stock Code: 1548.HK) is a global biotechnology group. Founded in 2002, GenScript has an established global presence across North America, Europe, the Greater China, and Asia Pacific. GenScript's businesses encompass four major categories based on its leading gene synthesis technology, including operation as a Life Science CRO, enzyme and synthetic biology products, biologics development and manufacturing, and cell therapy.

GenScript is committed to striving towards its vision of being the most reliable biotech company in the world to make humans and nature healthier through biotechnology

About ProBio

ProBio proactively provides end-to-end CDMO service from drug discovery to commercialization with proactive strategies, professional solutions and efficient processes in cell and gene therapy (CGT), vaccine, biologics discovery and antibody protein drug to accelerate drug development for customers. ProBio’s total cell and gene therapy solution covers CMC of plasmid and virus for IND filing as well as clinical manufacturing and commercial manufacturing. In terms of plasmid service, ProBio supports the most clinical approvals for CGT drugs including mRNA vaccines, CAR-T in China. It is also the first GMP manufacturing platform to provide in vitro transcription (IVT) template linearized plasmids for mRNA vaccines and has supported several mRNA vaccine global enterprises to obtain clinical approvals. In terms of viral vector service, \ProBio has a stable and high-yield viral vector platform.

Job Scope:

Every day, Genscript's Field Service Engineer helps our customers to tackle issues that enable scientists to make research easy. Through our work, we deliver insights and provide support that keep labs running smoothly and more efficiently. Join our team to be a part of this exciting work!

As a Field Service Engineer for Genscript, you will work at a variety of labs, so having an appetite for continuously learning about instruments and troubleshooting is key. The ability to help with solving customer problems and a dedication to deliver the customer service is how you will build customer success.

Please note that this role is based onsite in Piscataway, NJ when not traveling for customer visits. 

Responsibilities:

You will be responsible for supporting our customers with on-site installation, implementation, maintenance and repair of multiple solutions. Our products include hardware, software, and consumables.

• Installs and optimizes hardware/software products at customer sites.
• Respond to internal and external customer needs by providing testing, repair, installation, upgrade, and preventive maintenance activity on service experience with automation and liquid handling.
• These devices contain a large amount of electro-mechanical, pneumatic, systems as well as computer hardware and software.
• Diagnoses and resolves product performance problems.
• Contact customers in a timely manner and schedules service efficiently Performs maintenance and repairs.
• Ensures customer happiness by advising customers on preventive maintenance and configurations, which may impact product performance.
• Connect with manager and sales team to ensure customer needs and expectations are clearly understood and met.
• Provide promptly feedback to the manufacturing and R&D team concerning performance anomalies encountered as required.
• Proactively responds to potential equipment issues to prevent unplanned interruption of customers' business.
• Responsive to customer requests for service and communicate proactively before, during and after service.
• Document time and expenses in a timely manner as required as requested by manager.
• Serves as an internal resource on technical issues and manages product customer concerns. Collaborates with teams such as Support, Sales, Marketing and R&D to provide solutions to customers.

Qualifications:

• Bachelor’s or master's degree within the science field - e.g., mechanical or electrical is a plus.
• 2+ years of experience in a similar position. Hands on and troubleshooting experience.
• Must have experience working with Automation and liquid handling.
• Previous instrumentation maintenance, wire diagram, electromechanical, preventative maintenance, biomedical equipment or laboratory repair instrument repair experience is a plus.
• Experience with the Genscript product is desired but not crucial.
• Verbal and written communication is clear, respectful, and timely.
• Travel: 50% travel per week in the field visiting customers
• Able to work independently
• Able to lift 40 lbs.

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GenScript USA Inc/ProBio Inc. is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is the Company's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

GenScript USA Inc./ProBio Inc. maintains a drug-free workplace.