Customer Support Specialist

7 days ago


Étreux, Hauts-de-France, United States Araceli Biosciences Full time
Accelerate Drug Discovery with Araceli Biosciences

We are passionate about our customers' success and that drives everything we do. To help our customers accelerate discovery, Araceli is building a dynamic, fast-paced team whose goal is to drive the drug discovery revolution.

As an experienced Field Service Engineer (FSE), you will be responsible for installations, upgrades, technical support, and repairs for hardware systems in the field. You will work hands-on with the fastest high-content imaging microscopes in the world.

About the Role
  • Perform installation, preventative maintenance, troubleshooting, and repairs on highly complex imaging microscopes and peripheral equipment.
  • Implement best practices for customer support interactions.
  • Interact with leading scientists in the world of drug discovery as you enable technology advancements in their laboratories.
  • Collaborate with the team to diagnose and repair all types of customer issues, including hardware, software, and systems networking, to ensure minimal system downtime.
  • Assist in the development of work instructions for fellow FSEs on service tools, repair, and installation.
  • Maintain accurate and organized documentation of customer interactions, service activities, and technical issues using CRM and other relevant systems.
  • Maintain regular communication with customers.
  • Propose process improvements to improve the customer experience.
About You
  • BS or MS in Engineering or related field or equivalent work experience.
  • Minimum 3 years' experience in field service and/or manufacturing in biotech, tech, or life science industry.
  • Strong communication skills, particularly the ability to explain complicated technical information in simple terms.
  • Experience with microscopy equipment is preferred.
  • Availability for local travel (up to daily) and overnight travel (up to 70% of the time). Primary territory will be East Coast US, but travel throughout the US and internationally may be required.
  • Must maintain a valid driver's license and valid passport.
  • Must be able to lift and move up to 50 lbs. Frequent bending, squatting, and standing are required.
What We Offer
  • Salary in the range of $110,000 to $150,000 with bonus, commensurate with experience.
  • Medical, Dental, Vision, and Life Insurance.
  • 401(k) match.
  • 11 company holidays.
  • 3 weeks of PTO.

Araceli Biosciences is a group of innovative individuals looking to create beautiful images for a beautiful impactful purpose. Like our images, no two individuals are the same. That is why we are dedicated to creating and fostering a diverse and inclusive workplace for our team to excel in. Our team's drive is to find creative solutions to accelerate drug discovery. Speed is our specialty and the core of who we are-from service to images. Araceli is an equal opportunity employer, and we value diversity at our company.



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