Service System Engineer - Training Coordinator

Service System Engineer – Training Coordinator

Franklin, Massachusetts

Hamilton Storage is a global automation solutions company that develops modular and scalable systems to automate sample storage, management, and processing for the life science and clinical research sectors. The company’s decentralized R&D organization spans U.S. (Franklin, MA) and Switzerland (Bonaduz).

• Serve as the System Engineer and subject matter expert providing advanced technical support for complex automation issues escalated by Field Service engineers; travel on‑site as needed.
• Act as the primary point of contact for all escalated automation challenges worldwide, ensuring timely communication.
• Lead root‑cause analysis, corrective actions, solution implementation, and validation through structured test plans.
• Support U.S. installations, providing technical guidance for successful deployment.
• Own U.S. communication for escalated problems until solution is accepted; provide regular updates on planning, procurement, delivery, implementation, testing, and re‑work cycles. Handover and follow‑up calls to confirm performance.
• Develop and maintain training materials for all U.S.–built products; update agendas and resources on a regular cadence.
• Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content, managing logistics and scheduling, and evaluating effectiveness.

• Evaluate and maintain Spare Part Kits, Min/Max and Safety stock lists for assigned products.
• Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production teams to implement solutions.
• Ensure technical documentation is accurate—create service documentation for field upgrades and repairs, develop and maintain service manuals.
• Manage escalation flow, providing timely follow‑up with customers until issues are fully resolved.
• Support and mentor Field Service engineers with guidelines and technical expertise.
• Learn and utilize D365 to monitor open calls, manage tasks, and assign work to engineers.
• Follow company ISO and health‑safety procedures for compliance and operational excellence.
• Travel up to 25 % for on‑site support and installation.
• Make decisions and act on behalf of customers based on knowledge and experience.
• Lift, carry, push, pull or move objects up to 50 pounds occasionally; sedentary work involves sitting most of the time.
• Work in Microsoft Windows, Active Directory, SQL databases; IP addressing, Remote Desktop protocols, driver support.
• Willingness to work additional hours and overtime as required.
• Experience with Beckhoff TwinCAT, Elmo Studio, Vision Systems, and barcode reading.
• BS Degree in Engineering or equivalent professional experience; experience in automation essential.
• Experience in life‑science, clinical or pharmaceutical field is an advantage.
• Fluent in English.

• Medical, dental, vision insurance.
• Paid vacation and sick time.
• Disability insurance.
• 401(k) with employer match.
• Tuition reimbursement.
• Engaging and innovative design projects.
• Strong opportunities for professional growth.
• Commitment to sustainable design practices.
• Personal protective equipment may be required.
• Background and drug screenings required.

Entry level

Full-time

Information Technology

Equal Employment Opportunity – Hamilton Storage provides 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 hiring process, in compliance with applicable laws.