Technical Service Engineer
About The Position
908 Devices Inc. (NASDAQ: MASS) is revolutionizing chemical analysis with its simple handheld devices, addressing life-altering applications. The Company’s devices are used at the point-of-need to interrogate unknown and invisible materials and provide quick, actionable answers in vital health, safety and defense tech applications, addressing the fentanyl and illicit drug crisis, toxic carcinogen exposure, and global security threats. The Company designs and manufactures innovative products that bring together the power of complementary analytical technologies, software automation, and machine learning. For more information, visit 908devices.com 908 Devices has a corporate office in Burlington, MA with a manufacturing center in Danbury, Connecticut and a growing population of remote staff worldwide. Position Summary The Technical Service Engineer is an entry-level technical support and repair professional who applies strong troubleshooting skills to service and support customer-owned handheld HPMS devices. Working under the guidance of senior engineers and management, this role provides responsive customer support across multiple channels. This role includes (but is not limited to) remote and direct customer support, depot repair troubleshooting, and timely technical support for our business partners and customers.
Requirements
- Strong customer service orientation with solid oral and written communication skills
- Demonstrated ability to troubleshoot technical issues and learn repair procedures
- Foundational knowledge of computer systems, peripherals, and common software applications
- Eagerness to learn, take direction, and grow in a technical support environment
- Ability to work both independently and collaboratively on assigned tasks
- Bachelor’s degree or higher in a Technical Field or equivalent experience/coursework
- At least 2 years of experience in a technical support, service, or operations role preferred
Nice To Haves
- Exposure to any of the following markets is a plus: Safety & Security, Military, Law Enforcement, Pharmaceutical
Responsibilities
- Provide phone, email, and other forms of technical support to customers and internal stakeholders
- Support customers with troubleshooting guidance under the supervision of senior team members
- Meet service and support metric goals established by management
- Assist with on-site and in-house technical support, installation, and repair activities
- Contribute to projects aimed at resolving customer service and support challenges
- Maintain accurate service, support, and inventory records in company business systems
- Support the upkeep of the technical knowledge base and customer communication programs
- Participate in operations and engineering-related initiatives as directed
- Assist with maintenance of the sales demo, training, and service loaner device pools
Benefits
- annual incentive bonus
- sales commission
- long-term incentives
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
