Service Engineer

Service Engineer I - San Antonio, TX, Monday to Friday, 8:00 AM to 5:00 PM, with rotational weekends (fluctuate based on business needs) 

25% travel to cover Austin lab as needed

Pay range: $75K+ per year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours 
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

The Service Engineer I is an experienced, professional role that performs maintenance on complex lab instrumentation (e.g., liquid chromatography, mass spectrometers, automated robotic systems, laboratory analyzers). 

Designed for the seasoned service engineer exhibiting advanced troubleshooting focus to quickly and efficiently solve problems using all resources available; including personal knowledge and expertise, on the job training, vendor advanced training, and technical manuals.
 

At this level most repairs should be handled efficiently and seldomly escalated to the supplier unless contractually prohibited from being addressed by Quest.

• Serves as inhouse resource on complex repairs. Equivalent of a supplier Field Service Engineer (FSE) Level 1. Able to troubleshoot complex equipment issues and demonstrates a foundational knowledge of instrument and application / methodology.
• Provide calibration, complex repairs (i.e. systemic component failures, replacement of major assemblies), and preventative maintenance for Bio-analytical instrumentation (i.e., mass spectrometry, liquid chromatography systems), Automated Liquid handling systems, and other instrumentation and ancillary equipment. Able to perform most advanced trouble-shooting and post-service performance testing of highly sophisticated bio-analytic instrumentation with minimal support.
• Promptly identifies most issues related to instrumentation failure and handles escalated concerns independently; occasionally escalating to more senior staff or the supplier.
• Assist with RCA (root cause analysis) in the case of complex issues.
• Responds to workorders; with minimal supervision balances time between projects, continuous improvement efforts, PMs, and repairs.
• Maintains adequate parts inventory for instrument maintenance and repair.
• Understand and follows instrument manuals and SOPs, as well as provide guidance to junior level staff. May assist in development of SOPs and program level initiatives.

Required Work Experience:

• Master's degree.
• Bachelor's degree and 1 year experience as Assoc, Service Engineer (grade 46) or Service Tech III (grade 33 or higher).
• Associate degree or equivalent BME certification and 3 years' experience as an Assoc, FSE (grade 46) or 2 years equivalent experience.

Prefferred Work Experience:

• 2-4 years' experience servicing clinical lab instrumentation or similar.

Physical & Mental Requirements:

• This position requires both physical and mental demands that will include sitting for long periods of time and focusing on the task at hand.
• Ability to lift up to 20-30 lbs.
• Ability to walk distances (large facility).
• Ability to bend, twist, stoop around lab instruments. 

 
Technical/Job Specific Knowledge:

• Hands on experience with diagnostic tools (i.e. multimeters, o-scopes, ESA devices).
• Understands and provides repair options (e.g. assembly swap vs component failure isolation) that support an aggressive production schedule.

Skills:

• Troubleshooting skills across multiple analytical instrument platforms.
• Ability to assist in support of computer/network systems which integrate instrumentation using different communication protocols, firmware and drivers.
• Knowledge of lean manufacturing, six sigma, or continuous improvement methodologies.
• Excellent problem -solving analytical and project management skills.
• Strong communication skills and ability to assist with technical discussion between teams.
• Able to differentiate between color coded wires and interpret visual readouts.

Work Environment:

• This is a team-oriented role with the expectation that all members respond to workorders. At advanced levels, the focus shifts to increasingly difficult repairs, the development of junior staff, and optimization of workflows.
• Work duties may take department staff into lab departments which may be located in various building on campus.
• Must be able to work in a biohazard environment and comply with safety policies and procedures outlined in the Environmental Health & Safety Manual.
• Must be able to sit or stand for long periods of time and requires long hours of eye and hand coordination.
• Must be able to work in a fast paced, multi-tasking environment and maintain production and quality standards determined by the department.
• Lifts light to moderately heavy objects. The normal performance of duties may require lifting and carrying objects. Objects in the weight range of 1 to 10 pounds are lifted and carried frequently; objects in the weight range of 11 to 25 pounds are lifted and carried occasionally and objects in the weight range of 26 to 50 pounds are seldom lifted and carried.  Objects exceeding 50 pounds are not to be lifted or carried without assistance.

Travel Required

Education:

• Master's degree, or
• Bachelor's degree and 1 year experience as Assoc, Service Engineer (grade 46) or,
• Associate degree or equivalent BME certification and 3 years' experience as an Assoc, Service Engineer (grade 46) or,
• 2 years equivalent experience.

Preferred Technical Training or Professional Licensing:

• Strong computer skills (i.e. word processing skills using Windows based software such as Word, Excel, PowerPoint).