Sr. Field Service Engineer (Biotech)
Today, Lonza is a global leader in life sciences operating across five continents. While we work in science, there's no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that's the kind of work we want to be part of.
The On-Site Senior Service Engineer (FSE) will serve as a dedicated technical expert, supporting Lonza Bioscience Instruments and Software Applications in real time at specific customer site(s). This position is embedded within the customer environment and is responsible for the timely execution of installation, maintenance, repairs, training, and other direct support requests. As the primary post-sale point of contact, the FSE will deliver a high-touch, differentiated level of service—particularly for large-scale installations and strategic accounts.
Success in this role requires deep expertise in endotoxin detection assays, automated liquid handling platforms, and microplate reader operations. The role may also expand to include support for additional testing platforms, including installation, preventive maintenance, and servicing of Discovery (Nucleofector) systems.
This is a full-time, on-site role supporting one of our clients located in Secaucus, New Jersey. The ideal candidate will be based within driving distance of the site.
Key Responsibilities:
Execute and timely document all field services (preventative maintenance and repairs) while ensuring appropriate testing documentation is completed, recorded with the customer and filed. This includes but not limited to Repairs, Assays, PM completion, Installations, Software/hardware updates, and training
Perform IOPQ's, software/hardware updates, trouble shoot and train in accordance with Quality Manual methods and procedures. Able to identify, adapt and support unique customer quality assurance requirements to their standards
Install, configure, trouble-shoot/support and train on Lonza WinKQCL software
Operate and interact at a customer site, co-located with customer team(s) during normal business hours as well as support after-hours as needed based on customer schedules and projects
Hold regular meetings and reviews with the customer team to discuss instrument support, troubleshooting, issues, actions plans and service activity review(s), including monthly/quarterly scorecard updates and communication
Manage equipment required in support of T&M or maintenance situations. Maintaining all company property, inventory levels, tools, and cost including travel according to company guidelines and policies
Create, Maintain, & Execute records in the Field Service Management Application & Work Order System. Ensure timely action aligned with workflow and business rules for all Service Events in the Field Service Management Application
Act as conduit or funnel for technical information to key departments or personnel as needed. This includes but not limited to first time fixes, trends, and analysis of customer data
Develop and maintain customer and general protocols, and troubleshooting content
Coordinate travel, schedule and manage field service contracts in an assigned Territory and/or Account. Contribute as needed in open territories
Follow all applicable federal/state/local guidelines and regulations, SOP's, work instructions, including contract or fee-based billing as detailed
Support knowledge transfer and training of new or more junior FSE team members
Perform other duties as assigned
Key Requirements:
Minimum of 4-year experience in a laboratory setting with use of instrumentation and software applications required
Hands on knowledge of endotoxin testing methods and applications within the pharmaceutical, medical device, environmental, and dialysis industries
Comprehensive knowledge of regulatory guidelines
Solid understanding of quality systems and the issues associated with installation and validation of new system/instrumentation
Ability to work and travel independently and as needed
Excellent communication (both written and verbal) with ability to articulate key technical concepts; listening skills; independent and self-directed
Laboratory skills for pipetting, operation of endotoxin testing equipment and software
Basic mathematical skills for calculation of endotoxin release limits, dilution schemes and allowances based on regulatory agency guidelines for endotoxin testing
Intermediate Operation of Microsoft Word, Excel, Power Point, Outlook, CRM tools (SAP CRM a plus)
Management of expenses and expense reporting
Planning & Organizational skills to manage travel and appointment schedule
We recognize that attracting, developing and retaining the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure that we are able to attract the best candidates. As required by law in this state, the quoted salary range for this on-site position is $92,000.00 – $148,000.00. We use broad salary ranges that reflect the competitive market for similar jobs, provide sufficient opportunity for growth as you gain experience and expand responsibilities; while also allowing for differentiation on performance based on the breadth of our ranges, most new hires will start at the company between the lower and the middle part of the applicable range. We tailor our offers within the range based on job-related factors, including organizational needs, internal equity, market data, geographic area and the selected candidate's experience, education, industry knowledge, location, technical and/or communication skills and other factors that may prove relevant during the selection process. This range is only inclusive of base salary, and base pay is just one component of Lonza's total compensation package for employees. Full-time employees are eligible to receive a performance-related bonus, as well as a comprehensive benefits package including medical and dental coverage, 401k plan, life insurance, short-term and long-term disability insurance, an employee assistance program, paid time off (PTO), and more.
Every day, Lonza's products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.
People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.
Lonza is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.
