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Technical Hardware Support Engineer

Virtual Req #327
Thursday, March 7, 2019

Our products enable the biopharmaceutical industry to be at the forefront in the development and advancement of treatments for serious diseases. Earning sales revenue of more than 1.4 billion in 2017 our people come from over 60 nations at 50 sites in 33 countries.

Championing ambr technology, and other associated products, you will work closely with TAP’s field engineering team, SSNA’s sales support team, and operations teams to enable effective deployment and associated support for the ambr product range. 


The main focus will be providing FE training and supporting the FE team, along with developing new system/managing current system support structure, service manuals, in house and recommended spare parts, customer relationships, engineering feedback, and any technical updates to the existing product range. This will enable both the company and customer to achieve their objectives. 


This role is primarily delivering best in class installation, preventative maintenance, calibration and diagnostics training/support on ambr products and occasional on site installation/triage of system issues.  In addition you will support the territory based sales teams, providing RFI’s and technical assistance during the sales process as well as supporting applications specialists during installation training of systems.  The secondary focus will be supporting the implementation of the strategic plan for TAP Services’ business, gathering market information and feedback for product development.  These activities will be closely coordinated by the BPS ambr/TAP Services group, as well as members of the sales support and commercial team. 


What you can look forward to accomplishing:

  • Leadership and technical service support for the ambr product range
  • Help manage the ambr product support structure for North America/Canada and provide technical input to the customer service contract-drafting process as needed
  • Manage the deployment/service/training of new ambr products/upgrades/enhancements into the field
  • Be the point person for all field related issues and escalations, bridging the field engineers with engineering and project teams to provide successful triage of all hardware, configuration and software issues
  • Manage new software releases and system configuration details
  • Effectively manager/deliver training for field engineers to enable successful installations, preventative maintenance, and break fix repairs for the ambr product range
  • Maintain a healthy relationship with UK engineering and project teams, feeding back any ideas for product improvement and also field performance
  • Maintain and develop training material, maintenance manuals, installation guidelines and calibration material for the ambr product range
  • Develop and maintain the ambr product calibration and installation tools/equipment
  • Look to develop new services and upgrades around allocated products, this includes product lifecycles and obsolescence tracking
  • Look to assist customers in developing/tailoring their equipment applications
  • Ensure that all ambr product issues are logged and dealt with in accordance to the support contract SLA’s
  • Provide quotations for system upgrades/system moves and project manage these effectively
  • The provision of detailed technical support to the TAP sales team, visit customers during the sales process to provide technical guidance on installation requirements and buildings/services specifications
  • Champion quality and safety initiatives within the service teams
  • Develop strong relationships with ambr/TAP customer base and encourage/maintain regular communication
  • Monthly reporting and participation in regular performances monitoring meetings
  • Facilitate effective communication across the different operational areas of SSNA
  • This role will involve a good amount of travel in the allocated region.  Further travel may be required in support of the sales to build product knowledge and establish excellent communications with customers.  In some cases requests to travel may be in short notice in response to critical customer situations
  • Possible need to support other geographical locations as the reach of the ambr family of products increases


Skills and experience that you need to bring to our company:

  • HNC/HND or degree in Mechanical/Electrical Engineering.  Experience in lieu considered.
  • Experience as a field support engineer, development engineer or technical support engineer covering sophisticated capital equipment
  • Experience in delivering technical service/user training to customers and internal engineers
  • Sartorius ambr product technical experience is essential – ambr15, ambr250HT, ambrF, ambr250 Modular, Analysis Module
  • Experience of working in a commercial environment either in a sales role or from supporting sales teams is also desirable


Required Skills

  • Electro-mechanical and software skills
  • Customer facing skills
  • TAP product application skills
  • Technical writing skills
  • Familiarity with biologics processes and process development activities
  • Ability to understand customer applications together with an ability to explain how automated systems could provide valuable solutions
  • Good communication skills and ability to explain complex technology and new concepts both verbally and in writing
  • Ability to efficiently manage priorities and schedule activities
  • Effective written and verbal communication skills
  • Excellent record of training trainer on complex systems
  • Able to work effectively under own direction, or in a team, providing leadership and guidance where needed
  • Able to work effectively base on clear objectives without the need for close supervision
  • Flexible and willing to travel to customers throughout the world
  • Team oriented and comfortable working in ‘matrix’ organizations
  • Ability to maintain good relationships with internal and external contacts
  • High level of personal integrity
  • Quality oriented, setting the bar for service delivery
  • Strong identification to our core values: Sustainability, Openness, Enjoyment


Preferred Skills

  • Understanding of bioreactors and their use for mammalian and microbial cell culture
  • Knowledge of sales processes for large capital systems
  • Understanding selling processes and how to provide tools and resources to support it
  • Effective presentation skills
  • Project management skills
  • Good sense of humor
  • Ability to remain calm under pressure

Driving our future growth requires talented people. Sartorius is a dynamic organization suited to people who want to showcase skills, be recognized for expertise and thrive in a vibrant and innovative environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.  We are also an equal opportunity employer of individuals with disabilities and protected veterans. 

Please view equal employment opportunity posters provided by OFCCP here

Other details

  • Travel Required Yes