Refrigeration Field Service Engineer

Azenta Life Sciences - Indianapolis, IN

Full-time

Remote - Indianapolis, IN

About the position

As a Refrigeration Field Service Engineer at Azenta Life Sciences, you will play a crucial role in providing both on-site and remote service support for our advanced refrigeration products. This position is based in a remote home office in the US, and it requires a solid understanding of commercial and industrial refrigeration systems. You will primarily work with ultra-low temperature refrigeration systems, although experience with these systems is not mandatory as comprehensive training will be provided. Your responsibilities will include performing routine customer support activities such as installation, modification, repair, and preventive maintenance of Azenta's equipment and systems at customer sites, ensuring they operate effectively and meet both company and customer quality standards. In this role, you will be expected to work under supervision, following established policies and procedures. You will need to exercise discretion and independent judgment when resolving customer issues. Depending on business needs, you may be assigned to support a specific customer site, region, or product. Your day-to-day tasks will involve installing, modifying, and repairing equipment, conducting preventive diagnostics, and performing maintenance on both the software and hardware of the systems. You will also be responsible for identifying parts and ordering them using our ERP system, providing first-stage refrigeration remote support, and interfacing with customers to ensure their satisfaction with our equipment and service levels. Additionally, you will instruct and train customers on the proper usage of systems, attain Equipment Service and Operation Certification, and submit detailed reports on all support activities. Communication is key in this role, as you will need to relay service and customer issues back to Service Coordinators and follow up on open issues to provide effective solutions. Maintaining a safe and clean working environment is essential, and you will be expected to conform to Azenta and customer work protocols while practicing sound engineering and refrigeration practices. You will also evaluate the performance of refrigeration systems and gather data for refrigeration engineers to assist with cooling repairs. Travel is a significant aspect of this position, with expectations of up to 70% travel to customer sites throughout the US and occasionally internationally. You will need to be adaptable and responsive to changing priorities, including tool or line down situations, while also supporting organizational and administrative duties.

Responsibilities

• Install, modify, repair, conduct preventive diagnosis, and perform maintenance on the software and hardware of the equipment and systems.
• 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.
• Maintain a safe and clean working environment by conforming at all times to Azenta and customer's work protocols and policies.
• Evaluate the performance of refrigeration systems and gather data for repairs.

Requirements

• 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 in commercial/industrial refrigeration systems is required.
• Refrigerant handling qualification (EPA) required.
• Excellent communication skills with the ability to read, write and speak with clarity in English.
• Ability to read and quickly understand wiring schematics.
• Excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause of an outage.
• Self-motivated and able to work productively and independently.
• Must have a valid driver's license, good driving record, and reliable mode of transportation.
• Must be able to lift up to 50 pounds, climb ladders, scaffoldings, and use Personal Protective Equipment.

Nice-to-haves

• Experience with ultra-low temperature refrigeration systems is a plus but not required.
• Working knowledge of Saia PLC control systems is desirable but not required.
• Oracle experience is highly beneficial but not required.