IT - Service - Customer Support Engineer

Job Description : Provides technical support in the development and implementation of customer applications and company products.

Conducts on-site enhancements, maintenance and support for new and existing systems. Implements new product configurations / software upgrades, installs network devices and / or hardware components / peripherals.

Diagnoses, troubleshoots and repairs technical problems. Knowledgeable of company and third-party vendor products utilized in the customer's application / systems.

This position will sit on-site at the Cambridge and Boston locations.

Job Responsibilities :

• Install, maintain, validate and repair and / or multivendor instrumentation at customer site with best-in-class service
• Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols
• Communicate service offerings including training, support, software, laboratory services products and field upgrades
• Partner with our customers to understand their analytical workflows and applications
• Support the local instrument sales representative(s) to help secure new instrument orders
• Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts
• Develop an understanding of other functional groups activities and responsibilities
• Demonstrate knowledge of and adherence to the installation, warranty, and service agreement documentation standards
• Contribute to account profitability through efficient execution and service delivery
• Perform timely uploads and downloads of required service data to ensure the integrity of service system(s)
• Maintain assigned assets including : Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
• Proactively develop technical and soft skills to maintain and enhance client value proposition to the customer
• Enhance product quality by proactively reporting improvement opportunities via the quality notification process
• Seek higher level certification through participation in company sponsored training & development offerings
• Complete all administrative tasks on time
• Work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time

Critical Skills :

• Strong interpersonal skills; strong team player with customer satisfaction focus
• Ability to follow written and verbal directions
• Read and understand technical bulletins and service manuals
• Work under time constraints
• Ability to operate personal computer to enter data and generate reports
• Ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals
• Experience performing maintenance and repairs on Waters LC and Agilent LC systems.

Basic Qualifications :

• Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience with + years of experience in equipment maintenance / repair OR
• High School Diploma or equivalent with + years of experience in equipment maintenance / repair

Preferred Qualifications :

• Experience performing maintenance and repairs on Waters LCMS and Agilent LCMS
• Experience using Microsoft
• years of laboratory and / or field service experience working with analytical equipment
• Vendor-issued certification on relevant laboratory equipment
• General knowledge of laboratory safety practices

Working Environment

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (, lab coat, safety glasses, etc.).
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than % of the time
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to pounds (potential for occasional lifting of up to pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against animal allergens where animals are present in the laboratory environment.

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