Hamilton Storage Technologies
Service System Engineer - Training Coordinator
Hamilton Storage Technologies, Country View Estates, Massachusetts, United States
Company Overview
Hamilton Storage provides automation solutions to customers in life science and clinical research. The company develops modular, scalable systems that automate sample storage, management, and processing. Hamilton provides all the benefits of advanced automation without the complexity associated with installing, operating, and maintaining large-scale custom systems. Acquired in 2007, Hamilton Storage is headquartered in Franklin, Massachusetts, USA with R&D facilities co-existing in both Franklin, MA and Bonaduz, Switzerland. The decentralized R&D organization benefits both production and marketing and allows Hamilton to stay close to the local markets and respond quickly to market needs. Responsibilities
Position Summary: Serve as the System Engineer and subject matter expert, providing advanced technical support to resolve complex automation issues escalated by Field Service Engineers. Travel on-site as needed to deliver hands-on assistance and ensure timely resolution. Act as the primary point of contact for all escalated automation challenges worldwide, ensuring timely communication and effective problem-solving. Lead root cause analysis and corrective actions by determining underlying issues, developing action plans, overseeing solution implementation, and validating results through structured test plans. Support U.S.-based installations, providing technical expertise and guidance to ensure successful deployment. Own all U.S. communications for escalated problems until the implemented solution is accepted by the customer. Responsibilities include providing regular updates on planning, procurement, delivery, implementation, testing, and any necessary rework cycles. Ensure final handover and initiate follow-up calls at predetermined intervals to confirm system performance. Develop and maintain training materials for all U.S.-built products, updating agendas and resources on a regular cadence to ensure accuracy, relevance, and compliance with organizational standards. Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics and scheduling, and conducting post-training evaluations to measure effectiveness and drive continuous improvement. The Position: Evaluate and maintain Spare Part Kits, Min/Max stock lists, and Safety stock lists for assigned products. Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production teams to implement effective solutions. Ensure technical documentation is accurate and up to date, including: Creating service documentation for field upgrades and repairs. Developing and maintaining Service Manuals. Manage escalation flow, providing timely follow-up with customers until issues are fully resolved. Support and mentor Field Service Engineers, offering guidance and technical expertise. Learn and utilize D365 to monitor open calls, manage tasks, and assign work to Field Engineers. Develop and maintain training materials for all U.S.-built products, updating agendas and resources regularly to ensure accuracy, relevance, and compliance. Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics, and conducting evaluations to measure effectiveness and drive continuous improvement. Follow company ISO and Health and Safety procedures to maintain compliance and operational excellence. Travel up to 25% as required for on-site support and installation. Qualifications
Be able to make decisions and act for customers based on knowledge and experience. Must be able to travel and be flexible, subject to Business requirements. Position requires exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Microsoft Windows environment, Active directory, and SQL databases. IP addressing, Remote Desktop Protocols, and Driver Support. Willingness to work additional hours and the flexibility to work overtime as and when required. Beckhoff Twin CAT, Elmo Studio, Vision Systems, and barcode reading. Education/Experience
BS Degree in Engineering or equivalent professional experience-based knowledge. Experience in automation or similar is essential. Experience working with customers in the life scneice/clinical/pharmaceutical field would also be an advantage. Fluent in English is necessary. About Hamilton
Comprehensive benefits package: medical, dental, vision insurance; paid vacation and sick time; disability insurance; 401(k); tuition reimbursement; and more. Engaging and innovative design projects. Strong opportunities for professional growth. Commitment to sustainable design practices. Personal Protective Equipment (PPE) may be required (provided by employer). Drug and background screenings required. Equal Employment Opportunity - It is the policy of this organization to provide equal employment opportunities to all qualified applicants without regard to race, creed, color, national origin, sex, age 40 and over, disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.
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Hamilton Storage provides automation solutions to customers in life science and clinical research. The company develops modular, scalable systems that automate sample storage, management, and processing. Hamilton provides all the benefits of advanced automation without the complexity associated with installing, operating, and maintaining large-scale custom systems. Acquired in 2007, Hamilton Storage is headquartered in Franklin, Massachusetts, USA with R&D facilities co-existing in both Franklin, MA and Bonaduz, Switzerland. The decentralized R&D organization benefits both production and marketing and allows Hamilton to stay close to the local markets and respond quickly to market needs. Responsibilities
Position Summary: Serve as the System Engineer and subject matter expert, providing advanced technical support to resolve complex automation issues escalated by Field Service Engineers. Travel on-site as needed to deliver hands-on assistance and ensure timely resolution. Act as the primary point of contact for all escalated automation challenges worldwide, ensuring timely communication and effective problem-solving. Lead root cause analysis and corrective actions by determining underlying issues, developing action plans, overseeing solution implementation, and validating results through structured test plans. Support U.S.-based installations, providing technical expertise and guidance to ensure successful deployment. Own all U.S. communications for escalated problems until the implemented solution is accepted by the customer. Responsibilities include providing regular updates on planning, procurement, delivery, implementation, testing, and any necessary rework cycles. Ensure final handover and initiate follow-up calls at predetermined intervals to confirm system performance. Develop and maintain training materials for all U.S.-built products, updating agendas and resources on a regular cadence to ensure accuracy, relevance, and compliance with organizational standards. Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics and scheduling, and conducting post-training evaluations to measure effectiveness and drive continuous improvement. The Position: Evaluate and maintain Spare Part Kits, Min/Max stock lists, and Safety stock lists for assigned products. Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production teams to implement effective solutions. Ensure technical documentation is accurate and up to date, including: Creating service documentation for field upgrades and repairs. Developing and maintaining Service Manuals. Manage escalation flow, providing timely follow-up with customers until issues are fully resolved. Support and mentor Field Service Engineers, offering guidance and technical expertise. Learn and utilize D365 to monitor open calls, manage tasks, and assign work to Field Engineers. Develop and maintain training materials for all U.S.-built products, updating agendas and resources regularly to ensure accuracy, relevance, and compliance. Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics, and conducting evaluations to measure effectiveness and drive continuous improvement. Follow company ISO and Health and Safety procedures to maintain compliance and operational excellence. Travel up to 25% as required for on-site support and installation. Qualifications
Be able to make decisions and act for customers based on knowledge and experience. Must be able to travel and be flexible, subject to Business requirements. Position requires exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Microsoft Windows environment, Active directory, and SQL databases. IP addressing, Remote Desktop Protocols, and Driver Support. Willingness to work additional hours and the flexibility to work overtime as and when required. Beckhoff Twin CAT, Elmo Studio, Vision Systems, and barcode reading. Education/Experience
BS Degree in Engineering or equivalent professional experience-based knowledge. Experience in automation or similar is essential. Experience working with customers in the life scneice/clinical/pharmaceutical field would also be an advantage. Fluent in English is necessary. About Hamilton
Comprehensive benefits package: medical, dental, vision insurance; paid vacation and sick time; disability insurance; 401(k); tuition reimbursement; and more. Engaging and innovative design projects. Strong opportunities for professional growth. Commitment to sustainable design practices. Personal Protective Equipment (PPE) may be required (provided by employer). Drug and background screenings required. Equal Employment Opportunity - It is the policy of this organization to provide equal employment opportunities to all qualified applicants without regard to race, creed, color, national origin, sex, age 40 and over, disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.
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