Field Service & Tech Support Engineer

Job Title: Field Service & Tech Support Engineer
Location: USA (must reside close to major airports)
Location Type: Remote
Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/

When you join Watson-Marlow Fluid Technology Solutions, a part of the Spirax Group, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. Visit our website to learn more.

Company Overview

At Watson-Marlow Fluid Technology Solutions, part of Spirax Group, we are driven by innovation and are dedicated to creating an inclusive workplace where everyone is empowered to make a difference. As a world leader in manufacturing peristaltic pumps and associated fluid path technologies for the life sciences and process industries, we offer a wide range of products, including tubing, specialised filling systems and products for single-use applications.

Our shared Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 116 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Why Join Us

• Work on high-impact, technically complex solutions across global industries
• Be part of a collaborative, people-first culture with strong internal mobility
• Access career growth and development opportunities, including leadership pathways
• Contribute to a company committed to inclusion, innovation, and sustainability

This role will focus on:

The Field Service and Technical Support Engineer for Watson-Marlow, Inc., works with our customers remotely as well as in person nationwide. Applying interpersonal skills, creativity and can-do attitude is essential. The ability to help with solving customer problems and a commitment to deliver the highest levels of customer service is how we build customer success.

A Watson-Marlow Field Service and Technical Support Engineer will travel to customer’s facilities to provide technical support, commissioning, troubleshooting, maintenance, and repair services for our equipment within our customer’s processes resolving electromechanical, instrumentation and process control issues. Our products serve as critical components in a variety of processes within the Water & Wastewater, Food & Beverage, Mining, Pulp & Paper, and General Industrial sectors.

What you’ll be doing

• Provide customer site and virtual technical support of in-field products, including guidance on installation and troubleshooting of problematic installations & operations.
• Provide commissioning, start-up and field testing of our products including pumps, pulsation dampeners, pressure gauges/switches, pressure relief valves, calibration columns, VFD’s, control panels, and complete chemical feed systems at the customer’s site.
• Perform field calibration of process instrumentation including pressure, flow, and control devices.
  Provide product training to customers and staff, including classroom presentations and hands-on product demonstrations covering equipment operation, maintenance, and safety procedures.
• Perform preventive maintenance and repair of electrical, mechanical, pneumatic, and automated systems on-site.
• Diagnose equipment and process issues using electrical drawings, P&IDs, HMI interfaces, instrumentation diagnostics and communication networks.
• Support PLC, HMI, VFD and industrial network troubleshooting and basic programing modifications.
• Develop detailed service reports documenting findings, corrective actions, recommendations and follow-up requirements.
• Collaborate with cross-functional teams: sales, engineering, customer service, purchasing, production, shipping, and accounting for seamless customer order management.
• Frequent telephone and written contact with customers, sales team, and factory personnel.
• Records: Maintain project records, general engineering & technical records, and contribute to the proper documentation recording in our engineering department per ISO procedures.
• Utilize experience to assist in department level continual improvement projects as required.
• Up to 50% trave

This is what you’ll need to be successful in this role

• Education: Bachelor’s in engineering preferred but not required.
• Experience: 3-7 years in field service and technical support with a strong background in pumps, industrial automation, instrumentation and process control.
• Experience supporting Industrial, Food & Beverage, and Water and Wastewater sectors.
• Strong understanding of pumps, electrical systems, motors, VFD’s, control panels, and industrial process equipment.
• Working knowledge of PLC’s, HMI’s, SCADA systems, VFD’s and industrial communication protocols such as Ethernet/IP,
• Modbus, Profibus, and Profinet.
• Ability to read electrical schematics, wiring diagrams, loop drawings, P&IDs, and mechanical drawings
• Strong troubleshooting and root cause analysis skills.
• Excellent customer service, communication and interpersonal skills.
• Excellent time management and organizational skills.
• Have good multi-tasking ability with excellent written and oral communication skills.
• Be able to work under stressful work conditions and should have good problem-solving ability.
• Proficiency with Microsoft Office and an understanding of both ERP & CRM systems

This position offers a salary range of (USD 55,573.00 - 83,360.00 Salaried). Final salary offers are determined by multiple factors, including education, experience, internal equity, geographic location, and the candidate’s expertise, and therefore may vary from the range listed. For roles based outside Massachusetts, the applicable salary range may be lower.

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• Robust Retirement Plan: Benefit from a 5% employer 401K contribution, plus a 50% match on up to 3% of your contributions for added financial security, empowering your financial security.
• Comprehensive and Supportive Parental Leave: Experience our inclusive, gender-neutral parental leave policy, offering 16 weeks at 100% pay. Upon your return, enjoy a gradual transition with a unique 80% work schedule while still receiving 100% of your pay for the first 6 months, ensuring a balanced reintegration into the workplace.
• Fertility Assistant Program: Fertility Benefits to support you on your journey to building a family. It may include IVF, genetic testing, and other fertility-related services. 
• Generous Time Off: Enjoy ample time off to recharge and attend to life's circumstances with generous vacation and well-being day, 9 observed holidays, 1 floating holiday day, up to 15 caregiver days, and 80 hours of annual sick leave.
• Community Engagement Opportunities: Make a difference with 3 paid volunteer days each year, encouraging you to give back to the community and causes you care about.
• And Many More Benefits: Such as an offering of 3 healthcare plans with HSA contributions along with other benefits designed to support your well-being and professional growth. We invite you to explore all the ways we strive to create a fulfilling and rewarding work environment.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments. Learn more at Our Inclusion Commitments.

Equal Opportunity Employer

Watson-Marlow Fluid Technology Solutions is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other protected characteristics as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Watson-Marlow Fluid Technology Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time.