About the Role
Provides advanced technical and application support to customers, troubleshoots complex instrumentation and software issues, and serves as a mentor to junior team members while driving continuous improvement in customer service processes.
Responsibilities
- Diagnose and resolve escalated technical problems related to laboratory instruments and software
- Serve as primary point of contact for high-priority customer accounts
- Collaborate with engineering teams to communicate field-reported issues
- Document troubleshooting steps and solutions in centralized knowledge systems
- Mentor junior support staff through training and on-the-job guidance
- Participate in root cause analysis for recurring product issues
- Support product installations and perform validation in customer environments
- Respond to customer inquiries via phone, email, and on-site visits
- Ensure compliance with regulatory standards during service activities
- Maintain up-to-date technical knowledge on product lines and diagnostics workflows
- Escalate unresolved issues to appropriate internal teams with detailed documentation
- Track and report key performance metrics related to support efficiency
- Contribute to the development of customer-facing support materials
- Coordinate with sales teams to address technical concerns during pre-sales cycles
- Lead remote diagnostics sessions using secure connectivity tools
- Follow structured protocols for handling biohazard environments
- Provide feedback to product development based on field experience
- Support global customers across multiple time zones as needed
- Attend technical training sessions to maintain certification
- Ensure timely closure of service tickets within SLA guidelines
- Use CRM systems to log and manage customer interactions
- Assist in validating software updates and patches
- Promote customer retention through proactive service follow-ups
- Work cross-functionally with quality assurance and regulatory departments
- Support compliance audits by maintaining accurate service records
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with field and office presence
Team
Part of a global technical support team within a diagnostics organization
Why This Role Matters
This position plays a critical role in ensuring customer success by delivering expert-level support and driving resolution of complex technical challenges. The engineer contributes directly to product reliability and customer trust.
Growth Opportunities
Opportunities exist for advancement into technical leadership, specialized engineering roles, or global support coordination based on performance and business needs.
Not available for this position
