Customer Support Engineer

TekWissen•Indianapolis, IN

6d•Onsite

About The Position

Our Customer Support Engineer is responsible for maintaining a high standard of professional customer support. In this role, the Customer Support Engineer will act as the face for the company, making sure our customer needs are met in a timely and efficient manner.

Requirements

UPLC, HPLC experience with extensive troubleshooting skills in Reverse Phase and Normal Phase Chromatography
Repair experience, with the ability to use a multimeter to repair electronics such as replacing boards, power supplies, fuses etcetera
Basic electrical knowledge
GxP experience with instrument PM protocols, IQ, OQ, PQ and controlled documents
Bachelor's degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 5 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting OR Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 7 plus years of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting
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.
Must always maintain safe motor vehicle operation

Nice To Haves

Advanced knowledge of analytical equipment, laboratory environment, and/or instrument control software
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.
Experience using Microsoft 365 and other business software platforms
Has demonstrated experience in handling advanced and complicated technical and interpersonal escalations
Demonstrated ability to drive miscellaneous business projects through completion

Responsibilities

Install, maintain, validate and repair Client and/or multivendor instrumentation including Waters Acquity and Alliance systems at customer sites with best-in-class service
Provide scheduled and unscheduled corrective maintenance for customers including warranty services within a prescribed time frame and established maintenance protocols
Deliver customer familiarization for instrument operation and maintenance
Communicate service offerings including training, support, software, laboratory services products and field upgrades
Partner with our customers to understand their analytical workflow and applications
Support the local instrument sales representative(s) to help secure new instrument orders
Provide service that helps to drive the sale of new service agreements, service agreement upgrades and instrument add-ons to existing service contracts
Display exceptional written and verbal communication skills and actively interface with peers and customers
Develop organizational awareness of other functional groups and product lines
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: Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
Proactively develop technical and soft skills to maintain and enhance Client's value proposition to the customer
Enhance Client's 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.
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.