Support & Repair Technician

2 weeks ago

Blacksburg, United States CELLINK Full time

CELLINK is the world’s leading bioconvergence company. As a global supplier of innovative life-science solutions, we strive to find synergies between the most recent findings in biology and the latest breakthroughs in mechanical and digital technologies. The best-in-class products we develop are also backed by our renowned support team of highly skilled application and technical specialists. We are committed to the highest quality because we know that our 3D bioprinters, bioinks, single-cell dispensers, imaging systems, and liquid handlers are being used to solve today’s most pressing challenges in tissue engineering, cell biology, microscopy, drug development, and healthcare.


As Support and Repair Technician you will be a part of the CELLINK After Market Support team. This team aims to work closely with customers and CELLINK teams to deliver the best customer support in the industry. The Support and Repair Technician works closely with Applications, Operations, Finance and the Commercial team to achieve the best customer experience in the aftersales. This position will be responsible for answering technical support questions and handling physical repairs and software updates for the complete product range within CELLINK Bioprinting.


Primary Responsibilities:

  • Provide high level technical support to CELLINK customers for bioprinting products.
  • Perform advanced troubleshooting and repairs on assigned equipment for incoming Repair Cases, and internal Units.
  • Remotely interface, troubleshoot, diagnose, and repair customer equipment supporting customers, distributors and internal teams.
  • Coordinate and assign incoming support tickets.
  • Travel to customer sites to troubleshoot, diagnose, and repair customer equipment supporting customers, distributors and internal teams.
  • Ensure that the customer support software platform is maintained to an accurate and excellent standard, documenting, and tracking all customer calls and support cases.
  • Generate detailed cases to track key metrics and provide feedback for QC, production, and R&D.
  • Support all CELLINK customers either by phone email/chat and CRM.
  • Provide customers with repair orders and quotations within or outside of warranty.
  • Occasionally provide coverage for others team members within the After Market team.
  • Technical support in the pre-series and prototype production.
  • Provide training to distributors and prepare training material as needed.
  • Coordinate with customers, carriers, CRM, ERP and internal teams regarding customer repairs, technical claims and RMAs.


Requirements:


Experience/Education:

  • BS in Mechanical, Electrical or Software Engineering or a minimum of 2 years working experience as a repair technician within electronics.

Knowledge:

  • CAD and MS Office, ERP - Basic knowledge of article numbers, revisions, and related master data
  • English - communicate written and spoken professionally within the engineering discipline
  • Strong organization skills, experience working with the CRMs
  • Great communication skills both verbally and in writing
  • Technical skills within repairing, calibrating, testing of hardware and software


Practical conditions:

  • May Travel to other sites within the group to receive training or provide training.
  • Travel needs will vary and will generally be 2-5 Times Monthly on Average, for multiple days or up to a week at a time. Must have a valid Passport and Drivers License to be able to travel and rent a vehicle.


Location: 2000 Kraft Drive, Blacksburg, VA 24060

Pay: $21.00 - $24.00 per hour

Expected hours: 40 – 45 per week, Monday to Friday


Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Referral program
  • Retirement plan
  • Vision insurance


We encourage all qualified candidates to apply. As an equal opportunity employer, we do more than accept difference. We celebrate diversity, we support employees from a wide range of backgrounds, and we benefit from the added creativity and richness that these differences bring to our offices and community. We pride ourselves on being a collaborative environment where everyone’s talents and opinions contribute to the greater good and are always recognized.


Join our mission and apply today

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