Customer Support Engineer On-Site (West Point, PA)

Azenta Life Sciences•Remote - US, MD

3d•$40 - $50•Onsite

About The Position

Azenta Life Sciences is seeking a Customer Support Engineer to support a specific customer site, region, or product, depending on business needs. Based at the customer site in West Point, Pennsylvania, the role performs routine customer-support work involving installation, modification, repair, and preventive maintenance of Azenta equipment and systems. The work is performed under supervision and established procedures, with independent judgment used to resolve customer issues and ensure company and customer quality standards are met. The engineer works directly with customers to maintain service-agreement commitments and satisfaction, supports equipment and software performance, responds to changing priorities and escalations, and provides reports and performance summaries. International travel is required at times. The role can involve cold environments and, rarely, on-call work or work on weekends or holidays. Compensation is listed at $39.50–$49.50; the posting does not specify the pay period.

Requirements

Associate of Science degree, technical certificate, or equivalent experience.
At least 5 years of related work experience or military technical training.
Strong electrical and mechanical background.
Excellent English communication skills, including reading, writing, speaking clearly, and interfacing effectively with customers and peers.
Strong systematic troubleshooting skills using a structured, comprehensive process to determine the root cause of an outage; ability to handle problems independently and implement corrective actions.
Commitment to resolving problems and making independent decisions based on problem priority and business needs.
Valid driver’s license, good driving record, and reliable transportation.
Ability to obtain a valid passport for the term of employment.
Qualification to meet third-party background-screening requirements.
Proficiency with a PC, Windows, and DOS-based operating systems.
Ability to use company-standard software to generate reports and presentations and document daily activities as directed and expected by the manager.
Ability to lift up to 50 pounds, climb ladders and scaffolding, and use personal protective equipment.

Nice To Haves

Oracle experience is highly beneficial.
Living in the West Point, Pennsylvania area is preferred.

Responsibilities

Install, modify, repair, diagnose, and perform preventive maintenance on equipment and systems’ software and hardware, following company policies, procedures, and supervisor or shift/site lead direction.
Interface with customers to maintain service-level agreement commitments and customer satisfaction under the service agreement or provision.
Maintain a safe and clean work environment and comply with Azenta and customer work protocols and policies.
Attain the defined Equipment Service and Operation Certifications for assigned equipment and systems.
Submit required reports, including Service and Status Reports, on support activities.
Respond productively to changing priorities, including tool- or line-down events and escalations, and support organizational and administrative duties.
Serve as a point of contact for the customer and internal Azenta management.
Provide weekly system performance summaries reporting system events (weekly, monthly, and rolling), issue Pareto analysis, and root causes and corrective actions.
Consider additional KPI measurement requests throughout the contract period.
Assist with sample migration, including initial transfer from an old format to a new format and loading samples into the customer Store.