Associate Customer Support Engineer

7 days ago

Collegeville, Pennsylvania, United States Equiliem Full time

Job Description:

Job Description Summary:


We are looking for a highly motivated Associate Customer Support Engineer to providing expert service and support to customers at customer site.

Suggests and delivers services and support which includes direct installation, maintenance and repair of multi-vendor lab equipment, validation services, IQ/OQ and service agreements.

Represents the face of *** to the customer and drives repeat purchases and long-term satisfaction by best-in-class responsiveness and professionalism in all customer interactions.

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Job Responsibilities

  • Primary role will focus on installs, repairs, maintenance, validation, and qualifications of multi-vendor equipment at customer site.
  • Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols
  • Deliver customer familiarization for instrument operation and maintenance
  • Drive toward zero service recalls
  • Maintain updated documentation around dispatch, inventory and service support functions of the job
  • Perform timely uploads and downloads of required data to ensure the integrity of service system(s)
  • Accountable for assigned company assets to include tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
  • Proactively develop technical and soft skills to maintain and enhance 's value proposition to the customer
  • Seek higher level certification through participation in company sponsored training & development offerings
  • Complete all administrative tasks to include but not limited to time reporting, LMS trainings, etc.
  • Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment
  • Liaise daily with other Scientific Services staff across all sites.
  • Reports any scheduling failures to the local scheduler and or customer (as required) to reschedule.
  • Performs all work in accordance with established safety procedures.
  • Complies with all company policies and procedures and adhere to company standards.
  • Escalates in a timely manner any issues or concerns that arise.
  • Performs other duties as required.


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

Critical Skills

  • Technical problem-solving skills and attention to detail
  • Strong communication skills both written and verbal.
  • Self-motivated and ability to work under pressure to balance conflicting deadlines.
  • Initiative driven with proactive skill set to improve processes.
  • Service orientated attitude combined with innovative thinking.
  • Strong interpersonal skills; strong team player with customer satisfaction focus
  • Advanced MS Microsoft 365 skills including: Outlook, Teams, Word, Excel

Basic Qualifications:

  • Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology or related discipline including military experience and 1+ years of experience OR
  • High School Degree or equivalent with 3+ years of related experience

Preferred Qualifications:

  • Bachelor's degree
  • Strong understanding of GLP/GxP and/or experience working in a compliance driven environment
  • Excellent written and verbal communication skills.
  • Knowledge and understanding of EHS procedures.
  • Experience of working with CMMS databases
  • Ability to multitask and prioritize own workload.
  • HPLC, UPLC, LCMS, single quad mass spec, or FSC experience
  • Exposure to analytical equipment and/or lab environment
  • Knowledge of laboratory safety practices
  • Vendor issued certification on relevant laboratory equipment

Working Environment:

  • Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
  • Job pace may be fast and job completion demands may be high
  • Must be able to remain in a stationary position more than 25% 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 25 pounds (potential for occasional lifting of up to 50 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.

Comments for Suppliers:
Looking to backfill a technician while they are on Leave.

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