Billerica, MA
Customer Support Engineer
The Customer Support Engineer (Americas - Boston) will perform routine preventative maintenance, repair, installation, and troubleshoot activities for all Pion instrumentation throughout the Americas. Will assist with reporting, customer support, and other service-related activities as well.
Essential Functions
- Field Service activities on all Pion equipment – including but not limited to repair PM, PV, IQ/OQ, Installation, troubleshooting, commission, etc.
- Repair Depot activities on all Pion equipment as needed – including but not limited to repair PM, PV, IQ/OQ, Installation, troubleshooting, commission, etc. to be completed at any of the designated Pion facilities as required.
- Ability to cover the technical support helpdesk and remotely support customer inquiries when required.
- Record service activities within service management and CRM software.
- Communicate with all internal teams regarding all service and customer satisfaction issues.
- Work within regulated environments.
- Complete service-related documentation using good documentation practices (cGMP).
- Communicate professionally with customers in various situations.
Competencies
- Ability to maintain own schedule with support from various internal teams
- Knowledge of good documentation practices.
- Ability to troubleshoot instrumentation and recommend paths forward.
- Strong verbal and written communication skills.
- Excellent customer service skills.
- Strong mechanical aptitude and use of hand tools.
- Proficient knowledge of scientific instrumentation.
- Excellent organization skills.
- Ability to keep calm in an ever-changing and demanding environment.
- Ability to work in a fast-paced environment.
- Ability to manage multiple priorities and switch gears easily.
- Familiarity with ISO procedures.
Travel/Environment
The position is based out of the Billerica MA office and requires up to 90% domestic and international travel throughout the Americas region with occasional travel to Europe or APAC regions.
Job Requirements
- Ability to travel up to 90%
- Ability to work in a manufacturing/production setting across multiple departments.
- Valid driver’s license and passport.
- Ability to lift 50 lbs.
Education and Experience
- Undergraduate degree in science or engineering field needed.
- 2+ years working in a laboratory setting or as a field service representative required.
- 1+ years’ experience with instrument repair/troubleshooting preferred.
- Proficiency with MS Office.
This job description is only intended to summarize the duties required of the position and is not all-inclusive. The Customer Support Engineer (Americas - Boston) may be required to perform other duties as directed.
Customer Support Engineer
Customer Support Manager Americas - Boston
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