Customer Support Engineer
Manchester , Manchester, United Kingdom
9h ago


Brooks Life Sciences (BLS) is a global leader in the life sciences space with headquarters in Chelmsford, MA, and offices and operations worldwide.

We are a market leader in automated biosample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally.

We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

Brooks Life Sciences is part of Brooks Automation (Nasdaq : BRKS).

At Brooks, new ideas, new technologies and new ways of thinking are driving our purpose; to advance science and technology to enable a healthier and more connected world for everyone, everywhere.

We believe each employee brings diverse perspectives, unique value and untapped potential that can be developed to mutually enrich the individual and the organization alike.

All we accomplish is grounded in our Core Values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value, and Integrity.

Position Summary :

We are looking for a commercial Refrigeration Field Service Engineer to provide on-site and remote service support for Brooks products, based in a remote home office in the UK.

A good working knowledge of commercial / industrial refrigeration systems is essential. You would be working on ultra-low temperature refrigeration systems and as well as more conventional -20 c stores.

Experience of these ultra-low temperature systems is not essential as training will be provided.

Perform basic / routine customer support activities involving the installation, modification, repair and preventive maintenance of Brooks’ equipment and systems generally at customer sites, to ensure proper working order.

Works under supervision following established policies and procedures to ensure company and customer quality standards are met.

Discretion and independent judgment are required resolving customer issues. Candidate may be assigned to support a specific customer site, region, or Product, depending upon business needs.

Key focus areas :

  • Install, modify, repair, conduct preventive diagnosis, and perform maintenance on the software and hardware of the equipment and systems while adhering to Brooks’ policies, procedures and work direction of supervisor or shift / site lead.
  • Identify parts, part numbers and order using our ERP system
  • Provide first stage refrigeration remote support to our helpdesk and customers
  • Interface with customers to ensure customer satisfaction with equipment and service levels.
  • Instruct and train customers on proper system usage Attain Equipment Service and Operation Certification on equipment and systems as defined.
  • Submit reports, such as Service and Status Reports, on all support activities as defined and required. Complete service reports, record work completed in ERP system and communicate results to our customers.

  • Communicate service and customer issues back to Service Coordinators
  • Follow up on all open issues as directed and work to provide solutions to the customers
  • Follow Service Co-coordinator’s directions to respond to customer issues
  • Maintain a safe and clean working environment by conforming at all times to Brooks and customer’s work protocols and policies and maintain sound engineer and good refrigeration practices at all times.
  • Communicate to the Engineering department improvements in quality, easy of service and efficiency
  • Evaluate the performance of refrigeration systems. Gather data that may be used by refrigeration engineers for cooling repairs and share with the team
  • Travel to customer sites throughout the UK and internationally on rare occasion. Total travel would be up to 70%
  • Productively react to changing priorities such as Tool or Line down and escalations and support organizational and administrative duties.
  • Candidate qualifications / education / experience :

  • High school degree is required. AS degree, technical certificate or equivalent is desired. A minimum of 5 years related hands-on work experience or military technical training is required of commercial / industrial refrigeration systems.
  • Refrigerant handling qualification (F-Gas Registered)
  • Relevant additional requirements :

  • Must possess excellent communication skills with the ability to read, write and speak with clarity in the English language and interface effectively with customers and peers.
  • Must be able to read and quickly understand wiring schematics
  • Requires excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause of an outage, with the ability to handle problems independently and implement corrective action.
  • Displays commitment to resolve problems and make independent decisions based upon the priority of the problem in relation to business needs.
  • Self-motivated and able to productive working independently
  • Able to communicate complex problems efficiently
  • Must be available and willing to travel, domestically and internationally as needed, and be available for specific emergency on-call work.
  • Depending upon business needs travel can vary greatly to as high as 70-80% of the time.

  • Must have a valid driver’s license, good driving record, reliable mode of transportation, qualified to obtain a credit card for expenses and able to obtain a valid passport for the term of employment.
  • Must be qualified to meet the requirements of background screening by a third-party agency.
  • Must be able to lift up to 50 pounds, climb ladders, scaffoldings, and use Personal Protective Equipment.
  • Must be able to work in awkward positions and in confined spaces.
  • Must be proficient with use of a PC, Windows, and DOS based Operating Systems. Oracle experience highly beneficial but not required.
  • Be able to use the company’s standard software to generate reports, presentations and document the daily activities as defined and expected by your manager.

  • Excellent refrigeration controls knowledge, including PLC’s; working knowledge of Saia PLC control systems desirable but not required.
  • We are building a high-performance organization with a collaborative team culture and passion for customer focus and are looking for exceptionally talented individuals with an appreciation for life sciences and a customer service mentality to join our field service team.

    If this sounds like you, we’d like to hear from you! We offer an exceptional compensation and benefits package.

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