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Sr. Customer Support Engineer

1 month ago

Boston, United States TalentBurst Full time
Job Title: Sr. Customer Support Engineer (OneSource role)
Location: Boston, MA
Duration: 3 Months (Temp to hire)

Position Overview:
Daily Responsibilities/Job Description:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time
• This position will sit on-site at the Cambridge and Boston locations.
• Summary:
• Purpose is to enable scientists, researchers, and clinicians to address their most critical challenges across science and healthcare. With a mission focused on innovating for a healthier world, we deliver unique solutions to serve the diagnostics, life sciences, food and environmental markets. Every day Service Engineers help their customers enhance the productivity of their laboratory processes and drive high levels of satisfaction by delivering effective customer support. As a Senior Service Team Member, you will represent the face and drive best-in-class customer service, responsiveness, and professionalism.
• Job Responsibilities:
• -This role will require a high level of self-management and completion of objectives.
• -Install, maintain, validate, and repair Agilent HPLC (1200 series, 1290 series), Waters UPLC (Acquity, H series, M series, Bio Inert series), Waters Mass Spec instrumentation within customer dept. with best-in-class service.
• -Provide troubleshooting, repair, and qualification services for customers including warranty services within a prescribed time frame and established maintenance protocols.
• -Deliver customer familiarization for instrument operation and maintenance to support customer instrumentation, primarily focused on departmental LC and mass spectrophotometer instrumentation and program requirements.
• -Communicate service offerings including training, support, software, laboratory services products and field upgrades
• -Partner with our customers to understand their analytical workflow and applications, and enhance the existing LAMP program offerings
• -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 tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
• -Proactively develop technical and soft skills to maintain and enhance 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 to include but not limited to time reporting, assigned training, etc.
• Basic Qualifications:
• -Bachelor's degree in applied science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 5 years direct experience with repair of laboratory equipment OR
• -Associate Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 7 years direct experience with repair of laboratory equipment OR
• -High School Diploma plus 10+ years direct experience with repair of laboratory equipment
Preferred Qualifications:
• -Experience repairing Waters LCMS, Agilent LCMS
• -Experience using Microsoft 365
• -Detailed knowledge of analytical equipment, laboratory environment, and/or instrument control software
• -Ability to travel by air, vehicle and/or other means of transportation as business requires. Travel will vary depending on territory requirements and/or customer base.
• -Must have a valid driver's license. While performing the duties of this position you must always maintain safe motor vehicle operation
• -Vendor issued certification on relevant laboratory equipment
• -Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code
• -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, maintain alertness and concentration, work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions
• -Ability to operate personal computer to enter data and generate reports
• -Outstanding interpersonal, written, and verbal skills demonstrating the ability to communicate information clearly and accurately with others in a clear and concise manner.
Other Requirements:
• -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.
Interaction level with Management/Team Members:
• Daily interaction
Skills Overview:
Must Haves:
1. ServiceMax Experience
2. Great Communication skills (written and verbal)
3. Masspec Experience

Additional Requirements:
• Must be local to Boston
• Open to learning

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