Senior IT service desk administrator supporting Net Health’s healthcare SaaS workforce. Managing endpoints, Microsoft 365, identity, automation, security, and enterprise AI platforms remotely.
About the role
- Field Service Representative servicing and troubleshooting ATS automation systems for life sciences manufacturers. Leading customer-site support, vendors, service projects, and system-build integration with extensive travel.
Responsibilities
- Troubleshoot mechanical equipment at customer facilities and make necessary adjustments to restore operation
- Report and correct abnormal equipment conditions and inaccurate actions by customer staff
- Support development of operations teams’ operating and troubleshooting knowledge
- Recommend tools, equipment, repairs, and replacements needed to operate or maintain customer equipment
- Travel to domestic and international customer locations for long- and short-term support
- Lead on-site teams and liaise with customers and ATS Project Managers
- Coordinate third-party vendors and assist with technical issue resolution
- Follow ATS and customer plant and safety regulations
- Complete and submit detailed service reports, daily site reports, and safety checklists
- Follow up with customers to confirm issue resolution and close projects or cases
- Communicate with internal and external customers to understand needs and coordinate resources and solutions
- Collect technical information and customer specifications to prepare service scopes
- Facilitate warranty and non-warranty claims
- Coordinate service projects, including meetings, schedules, and financials
- Support temporary or permanent assignments as requested by the Service Manager
- Keep current with products and equipment used at ATS in Cambridge
- During Systems build integration, perform duties outlined in Toolmaker job descriptions
- Meet or exceed customer expectations efficiently
- Adhere to ATS quality procedures, process flows, work instructions, policies, and employee expectations
Requirements
- Post-secondary diploma, degree, or certificate of qualification specializing in mechanical engineering, Tool & Die Maker, Millwright, MTBI, or equivalent
- Minimum five years of experience servicing or building high-speed automation systems
- Excellent understanding of pneumatics and hydraulics
- Basic electrical and system controls knowledge
- Ability to read engineering drawings, reference manuals, and assembly system instruction guides
- Proficiency with Microsoft Word and Excel
- Ability to quickly gain knowledge and troubleshoot systems
- Strong communication, professionalism, and interpersonal skills
- Ability to work with all levels of customer and ATS management in a multidisciplinary engineering environment under pressure
- Willingness to travel to customer sites, with travel up to 80% during service rotations per year
- Ability to comply with health, safety, and environmental procedures
- Ability to use required protective equipment and attend required health, safety, and environmental training
Benefits
- Rotational on-call availability
- Opportunities to develop deeper knowledge of specific systems and become subject matter experts
- Health, safety, and environmental training
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
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