The Factory Service Engineer fulfills a critical function to maintain and repair the Sievers® Brand Analyzers and Sensors to product end users and International Third-Party Partners (ITP) located in Europe, Middle East, & Africa. The role is within our aftermarket division directly reporting to the Factory Service Manager. He/she/they will support all instrument related technical service activities including parts refurbishment, inspection, troubleshooting, repair, upgrades, performance testing, customer communications, and telephone customer support. The Service Engineer standard work schedule is M-F. The normal shift will start between the hours of 7-9 AM and end between the hours of 3-5 PM as determined by the Factory Service Manager. All duties and responsibilities are to be completed onsite in Tatabanya, Hungary. No availability for remote or hybrid work. Overtime and/or shift changes may be required as business volume fluctuates, but it should not be routinely expected. This role will work on all instruments within our portfolio including Life Sciences, Industrial and Environmental, Semiconductor, TOC, Endotoxin and Bioburden. Day to day responsibilities will be determined by service forecast.
Key Characteristics:
Communication, attention to detail, problem solving, time management, analytical reasoning, technical skills, adaptability, responsibility, respect, solidarity, customer focus
• Expert level English Skills, both spoken and written is required. Excellent telephone mannerisms critical to success in this position.
• Must be customer service oriented and believe in teamwork, collaboration, adaptability, and initiative. Champions attitude regarding customer follow up. Must respond with urgency to customer concerns.
• Must be able to develop and maintain positive relationships with customers and ITP’s
• Proficient with Google Suite, Microsoft Word and Excel
• Comfortable interacting directly with customers to achieve customer satisfactions. Prompt, responsive, responsive and friendly approach to customer problems
• Ability to effectively prioritize multiple tasks.
• Knowledge of automation controls signals (i.e. MODBUS, Profibus, analog signals) • Knowledge of cGMP, GLP, ISO, and Pharmaceutical Regulations preferred
• Preferred Bi-lingual (English/Native) Duties & Responsibilities: Technical Repair & Service
• Perform diagnostic testing, repairs, and calibration routines on assigned instruments, ensuring strict adherence to all safety procedures.
• Execute Factory Service repairs within standard Turn Around Time (TAT) requirements (<17 days).
• Develop and maintain positive relationships with customers and ITPs (Internal Technical Partners).
• Refurbishment of complex parts, assemblies, and instrumentation as needed.
• Maintain a clean and organized workspace compliant with EHS standards to optimize efficiency.
• Accurately logging all customer interactions and documents within the CRM and maintain traceable data audits.
• Generate accurate customer deliverables, including repair letters, calibration certificates, and necessary shipping/billing documentation.
• Ensure all repair activities are documented in accordance with Factory/Field Service Repair Quality Operating Instructions (QOIs) and relevant regulatory standards (cGMP, GLP, ISO).
• Maintain comprehensive knowledge and certifications for all Sievers analytical products.
• Accurately account for all inventory transactions and spare parts management associated with the repair process.
• Providing extensive equipment support and general hardware and software support. Technical Support & Administration
• Collaborate & assist the EMEA Technical Support team to maintain excellent customer satisfaction.
• Provide high-level remote technical assistance to the customer support team, troubleshooting hardware and software issues over the phone when necessary.
• Assisting with Return Material Authorization (RMA) processing customer and ITP shipments. Knowledge, Skills & Abilities:
• Knowledge of Salesforce.
• Knowledge of SAP.
• General understanding of business billing documents (Invoices, PO, Quotes.. etc).
• Experience with Google workspace.
• Experience with Microsoft workspace.
• Manual Dexterity with hand tools.
• Coordination sufficient to service instruments and handle electrical equipment.
• Ability to learn and adhere to applicable company procedures within a reasonable time from start of employment.
• Strong technical, mathematical and customer service skills.
• Cognitive and clear communication skills to efficiently support the service process.
Education & Experience Required:
● At least 2 years of plant or maintenance experience, OR at least 2 years of training (college, military, technical/vocational school).
● Years of experience o 1-3 Years working with analytical instrumentation or similar field
o 1-3 Years of customer service experience
o 1-3 years of data analysis Preferred: A.S. or higher in Electrical, electronic technology, mechanical engineering or other technical discipline
● English proficiency and/or first language Bi-Lingual (English, Spanish, French, German)
Why Join Us?
Join a motivated, professional team and enjoy a competitive salary alongside a comprehensive benefits package designed to support you at work and in life:
Meaningful Work — Value-creating challenges within a successful, environmentally conscious company
Financial Perks — Cafeteria allowance, birthday bonus, and employee referral reward
Health & Wellbeing — Medicare private health insurance, life insurance, and access to medical screening tests
Employee Support Program — Confidential legal, psychological, and health counselling whenever you need it
Family-Friendly Benefits — Dedicated family support, including start-of-school assistance
Growth & Development — Regular training opportunities to keep your skills sharp and your career moving forward
Stability — A safe, long-term workplace
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