KPM Analytics enables companies to effectively manage product quality and brand value. We are a global leader in scientific instrumentation, focused primarily on analyzing critical quality parameters in the food, agricultural, industrial, environmental, and clinical industries. We provide a comprehensive range of products and services to uniquely solve our customers’ problems. 

We are looking for a detail-oriented, tech-savvy, customer-centric Field Service Engineer to support our rapidly growing install base. This position is critical in providing best of class customer support through installation & training, calibration, maintenance and upgrading our broad portfolio of products. 

Territory: North America 

Duties and Responsibilities

  • Perform installation & training on new instruments, preventive maintenance, and repair activities at customer sites.
  • Troubleshoot and resolve complex mechanical and electrical issues. 
  • Provide technical direction and support to customers on proper use of KPM products through multiple communication channels (phone, email, chat, etc.).
  • Maintain professional interaction with customers while working on critical issues. 
  • Serve as primary contact with KPM customers for remote troubleshooting, and requires effective communication skills. 
  • Ensure all technical issues are documented in the Salesforce CRM platform and solutions implemented through following established ticketing policies and procedures. 
  • Document and provide timely and accurate feedback to the manufacturing and engineering groups for collective analysis and trend identification. 
  • Continuous learning is a way of life in this role. Continuous learning: broadening skill set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources is expected. 
  • Consult with other departmental and managerial personnel; improve customer service quality results by studying, evaluating, and redesigning processes. 

Experience

  • Chemical Knowledge is considered a plus.
  • IT knowledge is considered a plus.
  • Previous work experience in chemical analysis laboratories is considered a plus.
  • Passion and application of DIY is considered a plus.
  • 2+ years of experience in Field Service, electrical or hardware / software integration.
  • Experience with heavy machinery or factory automation systems.
  • Experience working in a production or manufacturing environment a plus.
  • Exposure to machine vision technology and Robotics a plus.

Education

  • AS or BS, Engineering preferred. 

Traits/Skills required

  • Develop and nurture strong relationships with KPM customers. 
  • Strong aptitude for studying and determining the root cause of an issue. 
  • Skilled with repairing, troubleshooting, installing and equipment maintenance. 
  • Strong interest in technology.
  • Critical thinking and a methodical mind. • Able to analyze complex issues and alternate solutions.
  • Strong knowledge of electronic boards, circuits repair and replacement. 
  • Excellent written and verbal communication skills. 
  • Ability to read/interpret technical diagrams, electrical and mechanical drawings. 
  • Ability to multitask, under pressure with minimal supervision. 
  • Make decisions and good judgments of special situations. 
  • Great organizational skills, execute on travel/customer schedules. 
  • Ability to lift/carry 60 lbs.
  • Word, Excel, PowerPoint proficiency. 
  • 75-80% domestic travel expected, with occasional international travel.
  • Willing to work weekends for installation/service visits as needed.

Work Environment

Location: East Coast US

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Field Service Engineer: Wet Chemistry

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