Sr Customer Service Engineer

Description

The company makes scientific solutions for commercial, government, academic and healthcare customers, backed by a global service network and distribution centers.

Its analytical portfolio includes OneSource services, and it has over 80 years of history.

You will join the service team that keeps customer laboratories running, helping them improve lab productivity and satisfaction.

Responsibilities

• Install, maintain, validate and repair Cytiva AKTA, Agilent HPLC (1200 and 1290 series), Waters UPLC (Acquity, H series, M series, Bio Inert) and Waters mass spec instruments at customer sites.
• Support other lab equipment within the agreed service scope, matched to customer needs, your technical skills and your training.
• Troubleshoot, repair and qualify equipment, including warranty work, within set time frames and maintenance procedures.
• Train customers on operating and maintaining their instruments, mainly departmental LC and mass spec systems.
• Present service offerings such as training, support, software, lab services, and field upgrades.
• Work with customers on their analytical workflows and applications, and help improve the LAMP program offerings.
• Follow installation, warranty and service agreement documentation standards.
• Help improve account profitability through efficient, well-run service visits.
• Upload and download service data on time to keep the service systems accurate.
• Look after assigned assets, including tools, test equipment (MTE), telecom equipment and service parts inventory.
• Build technical and soft skills to strengthen the company's value to customers.
• Report product quality improvements through the quality notification process.
• Pursue higher certifications through company training and development programs.
• Finish administrative work, including time reporting and assigned training.
• Stay current on health, safety, security and environmental training and practices in daily work.

Requirements

• Work with a high degree of self-management and deliver against objectives.
• Communicate well in person, in writing and by phone, clearly and concisely.
• Be a team player who keeps customer satisfaction at the centre of your work.
• Follow written and verbal instructions.
• Read and apply technical bulletins and service manuals.
• Work to tight deadlines while staying alert and focused.
• Work safely around electrical, chemical, radiologic and biologic hazards, using universal precautions.
• Use a personal computer to enter data and produce reports.
• Required: a bachelor's degree in applied science, biology, chemistry, electronics, mathematics, engineering or a related field (military experience can count), plus 5 years of direct experience repairing laboratory equipment, or an associate degree in one of those fields (military experience can count), plus 7 years of the same repair experience.
• Preferred: experience with Microsoft 365.
• Preferred: detailed knowledge of analytical instruments, laboratory environments and/or instrument control software.
• Preferred: vendor certification on relevant lab equipment.
• Preferred: knowledge of lab safety practices set by the company and/or the customer's site safety code.
• Preferred: a valid driver's license, and safe motor vehicle operation at all times while on duty.

Conditions

Full-time role based in Boston.

Annual compensation is $80,000 to $120,000.

Final base pay depends on internal equity, work location, and the candidate's skills, experience, and education or training.

Travel by air, vehicle or other transport as business requires, varying with territory and customer base.

Work in laboratories and controlled environments, wearing personal protective equipment such as lab coats and safety glasses.

Expect a fast pace and high completion demands.

Stay stationary for more than 25% of the working day.

Move occasionally between labs, corridors, adjoining rooms and buildings on site.

Frequently bend, squat, stretch and reach to work on instruments, tools and controls.

Lift or move up to 25 pounds occasionally, with occasional lifts up to 50 pounds.

Use close-range vision, color vision, peripheral vision, depth perception and quick focus changes for service work.

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

Identify, handle, generate, accumulate, store and label hazardous waste under local, state and federal rules, when required.

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

May be required to complete medical clearance, respiratory protection training and fit testing before wearing a respirator.

Management may reassign duties at any time.