Customer Support Engineer On-Site (Frederick, Maryland)

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 based on business needs. The position performs routine customer-support work involving installation, modification, repair, and preventive maintenance of Azenta equipment and systems, generally at customer sites. Work follows established policies and procedures and is performed under supervision, while requiring discretion and independent judgment to resolve customer issues and meet company and customer quality standards. The role interfaces with customers to maintain service-agreement terms, service-level agreements, and customer satisfaction. It also supports equipment certification, service reporting, system-performance analysis, changing operational priorities, and sample migration. International travel is required at times. The position may occasionally involve on-call work or work on weekends or holidays, and requires work in cold environments as well as lifting, climbing, and using personal protective equipment.

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 the ability to read, write, and speak clearly and interface effectively with customers and peers.
Excellent systematic troubleshooting skills, using a structured and comprehensive process to determine outage root causes, handling problems independently, and implementing corrective actions.
Ability to prioritize problems according to business needs, make independent decisions, and remain committed to resolving issues.
Valid driver's license, good driving record, and reliable transportation.
Ability to obtain a valid passport for the term of employment.
Must qualify for third-party background screening.
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 required by the manager.

Nice To Haves

Oracle experience is highly beneficial.
Preferably lives in the Frederick, Maryland area.

Responsibilities

Install, modify, repair, diagnose, and perform preventive maintenance on equipment and systems, including their software and hardware, in accordance with Azenta policies, procedures, and supervisor or shift/site lead direction.
Interface with customers to maintain contract service-level agreements and customer satisfaction under the service agreement or provision.
Maintain a safe and clean work environment by following Azenta and customer work protocols and policies.
Obtain equipment service and operation certification as defined for the equipment and systems.
Submit required service and status reports on support activities.
Respond productively to changing priorities, including tool or line downtime 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 covering system-event counts (weekly, monthly, and rolling), issue Pareto analysis, and root causes and corrective actions.
Consider additional KPI measurement requests during the contract period.
Assist with sample migration, including initial transfer from the old format to the new format and loading into the customer Store.