Customer Service Engineer

Description

The company supplies scientific solutions to commercial, government, academic and healthcare customers. It has over 80 years of history and runs a global service network with distribution centers, offering a broad range of analytical solutions and OneSource services.

This Customer Service Engineer installs, maintains and repairs laboratory instruments from many vendors at customer sites, and is the main face of the company for those customers. You will work with sales and keep service records accurate in ServiceMax, ELN, Veeva and EAMS. The role needs strong troubleshooting, clear communication and customer-facing skills, and the ability to work alone in a fast-moving, regulated lab.

Responsibilities

• Install, validate, maintain and repair company and third-party instruments at customer sites to a high service standard.
• Carry out planned and urgent corrective maintenance, including warranty work, within set time limits and under established maintenance protocols.
• Train customers to operate and maintain their instruments.
• Present service options to customers, including training, support, software, lab services products and field upgrades.
• Learn each customer's analytical workflow and applications.
• Help local instrument sales representatives win new instrument orders.
• Use service visits to sell new service agreements, agreement upgrades and instrument add-ons to existing contracts.
• Communicate clearly in writing and verbally with colleagues and customers.
• Learn how other functional groups and product lines operate.
• Follow the documentation standards for installation, warranty and service agreements.
• Help make accounts profitable through efficient, high-quality service delivery.
• Upload and download required service data on time so service systems stay accurate.
• Look after assigned assets: company vehicle, tools, test equipment (MTE), telecom equipment and service parts stock.
• Build technical and soft skills that strengthen the company's value to customers.
• Report quality improvement ideas through the quality notification process.
• Pursue higher certification through company-sponsored training and development.
• Complete administrative tasks such as time reporting and assigned training.
• Keep training current in health and safety, security, environmental and daily operational matters.
• Record service and qualification work in the ELN.
• Load User/Operational Qualification (UOQ) documents into Veeva.
• Raise work orders (WO) in the platform and EAMS.

Requirements

• Strong troubleshooting and diagnostic skills across multivendor lab instruments: GC, LC, IR, UV, LCMS, IC, HPLC and UPLC.
• Working knowledge of Empower and Lab Advisor software.
• Clear written and verbal communication with a customer-first approach.
• Working knowledge of GxP documentation standards and regulated lab quality systems.
• Proficiency in the ELN, Veeva and EAMS platforms.
• Strong organization and time management to balance service schedules, documentation and reporting.
• Ability to work independently at customer sites while coordinating with Sales, Quality and Workplace Solutions teams.
• Bachelor's degree in Applied Science, Biology, Chemistry, Electronics, Mathematics or Engineering, or related military experience, plus 2+ years troubleshooting, repairing and qualifying laboratory equipment. Or an associate degree in one of those fields, or related military experience, plus 4+ years doing the same work.
• Ability to travel by air, vehicle or other transport as business requires; travel varies by territory and customer base.
• Valid driver's license, and safe motor vehicle operation at all times.
• Preferred: experience in GxP environments is a plus.
• Preferred: two or more years servicing GCMS systems (QDa, SQ, Xevo and MassLynx) is a plus.
• Preferred: sound knowledge of, or ability to service, multivendor UPLC, HPLC, GC, LC, IR, UV, LCMS, IC and other lab equipment.
• Preferred: familiarity with IQ/OQ/PQ and 21 CFR Part 11.

Conditions

Based at a customer site in Richmond, VA, at a GSK (Haleon) facility.

Full-time role with an annual compensation range of $75,000 to $95,000. The final base pay depends on internal equity, work location, and individual skills, experience, education or training.

The pace can be fast and job demands can be high.

Work in controlled laboratory environments and wear personal protective equipment such as a lab coat and safety glasses.

Stay in a stationary position for more than 25% of the time.

Occasionally move between labs, corridors, adjoining rooms and buildings on site.

Frequently work on instruments, tools and controls, which requires regular bending, squatting, stretching and reaching.

Occasionally lift or move up to 25 pounds, with potential for occasional lifts of up to 50 pounds.

Need close-range and distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Occasionally use a computer and office machines such as a calculator, copier and printer.

You may be required to identify, handle, generate, accumulate, store and label hazardous waste under local, state and federal regulations.

Exposure to lab hazards including extreme temperatures, biological materials and hazardous chemicals.

You may be required to complete medical clearance, respiratory protection training and fit testing to wear a respirator.

Management may reassign duties and responsibilities at any time.