Field Service Engineer

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

OVERALL JOB PURPOSE/ OBJECTIVE

Install, maintain, service, validate and repair our company's equipment, predominantly Lab Water purification systems, but expansion of scope into other Business Units under the Field Service umbrella may be required.

MAIN FUNCTIONS OF POSITON (KEY RESULT AREAS) & TIME SPENT PERFORMING EACH TASK (%)

Note: The above percentages should be used as a guide only.

80%- Breakdown/Ad-Hoc Services, Preventative Maintenance, Validations, Calibrations, Installations and Sanitisations
15%- Administrative requirements – reporting, quotations, custom projects, trainings, company meetings, team development and effectiveness
5%- Customers Site Visits with Field Sales Specialists

DUTIES- 

Operational and Administrative:

• Install, troubleshoot and maintain an extensive variety of products and equipment. Identify, analyse and repair product failures. Order and replace parts, as needed. Train customer employees. Determine and recommend which products or services best fit the customer’s needs.
• Perform service activities to be compliant with all applied regulations (EHS) and advice the customers about this topic. Follow current Company procedures and SOPs/guidelines.
• Schedule regular service visitations and installations for customers in a timely manner.
• Provide timely and accurate updates to the CRM (Service Max).
• Provide timely and accurate feedback to SOS and TSS when required for quote and troubleshooting accuracy.
• Manage own service stock (spare parts in stock/car) to maximize first time fix rate.
• Communicate with customers and other Merck KGaA personnel to support business development. Promote Service activities, products and solutions.
• Perform any other duties, assigned by manager and aligned with the company strategy.
• Attend company/ department meetings, exhibitions, seminars, sales conferences and training courses as required or requested. 
• Maintain company equipment and have a due regard for the security of all items, including car, laptop computer, mobile phone, sample stock and literature etc.
• Be accurate and punctual in matters of administration of business, including personal expenses as per company guidelines.
• Report regularly to Management.

People and Customers:

• Provision of repairs, service and installation of our company's systems to our customers.
• Utilising specialised tools and protocols, qualify/validate equipment in TGA approved labs to GMP/ GLP standards.
• Provide technical support and training to customers in the field, internal and external staff if necessary and appropriate.
• At all times maintain a professional outlook and demonstrate respect, initiative and commitment towards your internal and external customers and all Merck KGaA, Darmstadt Germany Management and Staff.
• Uphold the Merck KGaA, Darmstadt Germany values.

Projects:

• To be determined annually or as needed.

Commercial and Financial:

• Ensure feedback to the SOS and TSS for quotations are accurate and complete.
• Perform all work with consideration to the economical use of resources.
• At all times, maintain an acceptable standard of appearance and demeanour and act as an ambassador for the company.

KNOWLEDGE AND SKILLS REQUIRED:

• Must have good technical knowledge.
• Should have experience and sound understanding of tools and equipment such as multimeters, conductivity meters and drills (fit for purpose of the FSE role)
• Excellent interpersonal skills, with both written and verbal communication.
• Accuracy in reporting – written and verbal.
• Outstanding planning, organising and time management skills.
• Being able to problem solve.

EDUCATION, QUALIFICATIONS & MEDICAL CLEARANCE:

• Must possess a valid Driver’s licence.
• Should have Induction (White) Card
• Must be able to obtain Working with Children’s Certification
• Must be able to obtain Police Checks
• Should have or ability to obtain electrical disconnect / reconnect certification
• Subject to a pre-employment fitness for work medical check

EXPERIENCE:

• Must have Field Service Engineer or Technical Service experience.
• Ideally – Water Purification and Electronics background
• Should have sound knowledge in electrical repair

OTHER INCLUDING PERSONAL CHARACTERISTICS:

• Must be physically able to perform tasks required in installing, repairing and servicing instrumentation.
• Must be able to work autonomously.
• Must always thrive for excellence.
• Must have good communication skills.
• Must be self-motivated, energetic, service and results orientated.
• Must be committed to WHS to ensure protection of health and safety in the workplace.
• Must be willing to travel interstate and/or overseas if required.

KEY POINTS TO NOTE AND SPECIAL REQUIREMENTS/ CONDITIONS
E.g. working environment, overtime, travel and specify frequency

• Employment is conditional upon the incumbent maintaining a valid driver’s licence.
• A high level of confidentiality must be maintained.  It is the duty of the incumbent to ensure that this is strictly adhered to at all times.
• Flexibility with hours of work is expected, as the incumbent will be required to attend sales conferences, meetings etc, provided that sufficient notice is given and/ or the incumbent is available at short notice.
• The incumbent of this position will be required to travel interstate and overseas and must be capable and willing to do so.
• The incumbent will be required to declare any pre-existing illness or injury which could interfere with their capacity to undertake the duties of the position and/ or undergo a pre-employment medical examination.
• The incumbent of this position is subject to a six month probationary period. Prior to completion of the probationary period, the employee’s performance will be reviewed.  Anyone whose performance and/or behaviour does not reach the required standard during their probationary period will have their employment terminated.  A formal performance review will be conducted annually, although non-performance may be corrected as required.  

OTHER RELEVANT INFORMATION & POLICIES

• The successful candidate will be required to comply with all company policies and procedures, including Work Health and Safety and EEO.  Non-compliance may result in termination of employment.
• The position is located in the incumbent’s hired state and the incumbent will operate from a field base; however, from time to time the incumbent may be required to work at other locations and states, as directed by Merck KGaA, Darmstadt Germany, provided that sufficient notice is given and/ or the incumbent is available at short notice.
• Conditions of employment are subject to the incumbent’s contract of employment in conjunction with relevant legislation, Fair Work Act 2009, as amended and company policies and procedures.
• Merck KGaA, Darmstadt Germany is an EEO employer and provides a smoke-free work environment.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!