Field Service Engineer II

Field Service Engineer (m/f/d)

(Remote with travel; we need this person based in the Netherlands and relocation support is available for the position)

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

The Field Service Engineer (FSE) is responsible for the successful installation, maintenance, upgrade and repair of the Cocoon System. The FSE is an important role within the Service team, providing best-in-class support ensuring customer satisfaction and success.

This remote role is a vital part of our service offering and represents a great opportunity for someone with the right background and experience providing Capital Equipment support – this person will join a small but growing team, in a varied, dynamic role that offers and requires a high level of flexibility and adaptability.  Ideally, you are based in Germany, Belgium or the Netherlands, and able to travel across the EMEA region (with an approximate 80/20 split between the EU and wider international travel)

Key responsibilities:

• Successfully perform installations, repairs, preventative maintenance, upgrades, and other support activities at customer sites.
• Resolve complex customer instrumentation complaints and support requests. Perform remote and onsite troubleshooting, root cause diagnosis, and verify operational performance of the Cocoon System.
• Perform customer training on the operation and routine maintenance of the Cocoon system.
• Ability to effectively work in a clean room environment.
• Capture, record and accurately report important information and data related to maintenance and repair activities via the Lonza's Customer Relations Management system.
• Accurate and timely completion of Service documentation, supporting GMP customers.
• Effectively manage an assigned toolkit, service parts and pertinent equipment. Maintain physical status, precise record keeping, accurate reporting, timely parts ordering, and returns.
• Clear and effective communication with internal and external customers.
• Keep up to date and prioritize administrative responsibilities such as Field Service Case maintenance, Service Reports, and customer correspondence.
• Independently manage daily schedule and plan weekly travel arrangements, maximizing efficiencies to align with team goals.

Key requirements:

• Degree qualified or equivalent in Mechanical Engineering, or a relevant discipline.
• Demonstrable depth of experience providing support / servicing for Capital Equipment
• Excellent knowledge and understanding of finding root cause of engineering faults, diagnostics and repairs.
• Collaborative communication skills, able to work effectively with internal and external customers and represent Lonza to a high standard of professionalism.
• Strong understanding of GMP work environments.
• High level of domestic and international travel required (Company Car provided)
• Fluent in spoken and written English, additional European language(s) will be advantageous.

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.