Our mission at H.E.L Group is to make a healthier, sustainable, safer world for everyone. We equip scientists with the right tools and knowledge to develop safe, efficient new processes and molecules that benefit the world and its population.

Our core values are:

Being insightful through experience,

Being collaborative by design,

Being tenacious in spirit,

Being proud of progress.

We operate globally with offices in London, UK (HQ), Princeton, USA, Beijing, China, and Singapore and field-based staff across our direct regions and trusted partners in distribution territories.

This role will involve hands-on field service work throughout the USA, Canada, and occasionally other countries in Central and South America The Field Service Engineer will be responsible for the installation, commissioning, maintenance, and servicing of H.E.L’s range of instrumentation and equipment. Service engineers work routinely on customers’ sites. There will also be time spent in the UK headquarters for training and product familiarisation.

As a Field Service Engineer, you will be responsible for the customer after-sales experience. You will investigate and resolve customer reports of technical problems with equipment and eliminate future operational or service difficulties.

This role requires extensive travel, as customer demands require.

Key Responsibilities

  • This role will involve hands–on field service work throughout the USA, Canada and occasionally other countries in Central and South America
  • The Field Service Engineer will be responsible for the installation, commissioning, maintenance, and servicing of H.E.L’s range of instrumentation and equipment.
  • Service engineers work routinely on customers’ sites. There will also be time spent in the UK headquarters for training and product familiarisation.
  • As a Field Service Engineer, you will be responsible for the customer after–sales experience. You will investigate and resolve customer reports of technical problems with equipment and eliminate future operational or service difficulties.
  • This role requires extensive overnight travel, (up to 80%) as customer demands require.
  • Flexible approach to supporting the wider team and company goals as directed by management

Candidate Requirements

  • US passport or working visa required.
  • Full driving license and uninhibited ability to travel within the US and internationally.
  • Proven ability to be self–directed.
  • Associate or Bachelor’s degree in engineering branches such as electromechanical, electrical, mechanical, or chemical with some years of experience as a Service Engineer.
  • Very skilled in electronics, informatics, and mechanics with basic chemistry knowledge.
  • Experience diagnosing and repairing mechanical, electromechanical, and electronic equipment.
  • Experience troubleshooting and responding to customer concerns.
  • Experience in using systems used to support a field–based service transaction.
  • Proven ability to align customer focus within a commercially focused organization.
  • Excellent communication skills, both written and verbal, to relay the problem and solution to customers, management, and other stakeholders
  • Ensuring that deadlines are met.
  • Excellent troubleshooting skills.
  • Ability to be flexible in work schedule and accommodate unexpected work changes.
  • Ability to work effectively both interdepartmentally and internationally

Desirable Skills and Attributes

  • Remote (home office) workplace geographically aligned to company needs.
  • Experience working with Service Report tools to plan, execute and report customer service cases.
  • Experience working in field service with a scientific instrument company
  • Knowledge of other languages would be helpful (Spanish)
  • Expected to be customer–oriented, have effective communication skills, and collaborate with many different individuals from different cultures.

Training provided

  • Health and Safety training relevant to the role
  • H.E.L products and processes relevant to the role

  • On the job training (shadowing)

You can download the full position description here

To apply for this position, please complete the form below, and upload your CV and covering letter.
(Please no agencies)