Field Service Engineer III (HPLCMS) San Juan Capistrano

Work Schedule

Environmental Conditions

Job Description

• Installation and site readiness (power HVAC benches gases) IQ/OQ/PQ execution calibration.
• Preventive maintenance (vacuum pumps turbomolecular service source cleaning LC seals lamps).
• Onsite 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: firsttime fix rate uptime PM completion compliance audit readiness.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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 customers 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 onsite 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.

• 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.

• Bachelors in Sciences Engineering Electronics or equivalent experience.
• 3 years handson servicing LC/MS and HPLC (installation troubleshooting hardware repair).
• Demonstrated ability to diagnose mechanical electrical optical and systemlevel issues.
• Proficient in reading schematics wiring diagrams assembly drawings and component documentation.
• Strong interpersonal and communication skills in customerfacing settings.
• Able to work independently and collaboratively.
• Valid drivers license.

• Lift up to 50 lbs with assistance; routinely carry 2530 lbs.
• Frequent bending squatting stretching and reaching during service tasks.
• Mediumtoheavy 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

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: Experience:

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