Customer Support Engineer

Malvern Panalytical; Sacramento (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Malvern Panalytical in California is seeking a Customer Support Engineer to install, maintain, troubleshoot, and repair laser diffraction and particle characterization instruments. You will support Zetasizer and Mastersizer lines, acting as a technical partner to customers with a strong emphasis on service delivery.

The role requires hands-on instrumentation experience, excellent communication, and the ability to travel extensively (approximately 80%).

Qualifications

• 3 to 5 years of experience in electronics, electro-mechanical systems, scientific instrumentation, or a related technical field.
• Hands-on experience troubleshooting, repairing, and maintaining complex instrumentation.
• Experience supporting laser-based analytical instrumentation, particle characterization systems, or similar technologies.
• Strong technical aptitude with the ability to diagnose and resolve equipment issues independently.
• Excellent customer service, communication, and relationship-building skills.

Responsibilities

• Install analytical instrumentation from delivery through final customer sign-off.
• Perform preventative maintenance, repairs, upgrades, and troubleshooting on complex scientific and analytical equipment.
• Diagnose and resolve instrumentation issues both remotely and on-site.
• Respond to customer inquiries within established service response guidelines.
• Maintain strong customer relationships through proactive communication and excellent service delivery.
• Escalate technical issues using established escalation procedures when required.
• Accurately complete and submit service reports, maintenance records, and other electronic documentation.
• Process parts returns and repairs in accordance with company policies and procedures.
• Keep customers informed regarding service progress and open issues.
• Manage assigned customer accounts with minimal supervision.
• Collaborate with colleagues across the district and support service activities as needed.
• Maintain service manuals, technical documentation, and product knowledge.
• Perform all activities in accordance with applicable quality standards, ISO requirements, and company policies.
• Safely lift and transport equipment and materials up to 50 lbs.

Job description

Customer Support Engineer – Laser Diffraction & Particle Characterization Instruments

Customer Support Engineer – Laser Diffraction & Particle Characterization Instruments Location: California

About The Role

Are you passionate about advanced technology and delivering exceptional customer experiences? Do you enjoy combining your technical expertise with customer-facing problem-solving? Join our Service Team as a Customer Support Engineer, where you'll be responsible for the installation, maintenance, troubleshooting, and repair of Malvern Panalytical's industry-leading analytical instrumentation.

In this role, you will primarily support our Zetasizer and Mastersizer product lines, making previous experience with laser-based analytical instrumentation highly desirable. You will serve as a trusted technical partner to customers, ensuring optimal instrument performance while building strong customer relationships.

Responsibilities:

• Install analytical instrumentation from delivery through final customer sign-off.
• Perform preventative maintenance, repairs, upgrades, and troubleshooting on complex scientific and analytical equipment.
• Diagnose and resolve instrumentation issues both remotely and on-site.
• Respond to customer inquiries within established service response guidelines.
• Maintain strong customer relationships through proactive communication and excellent service delivery.
• Escalate technical issues using established escalation procedures when required.
• Accurately complete and submit service reports, maintenance records, and other electronic documentation.
• Process parts returns and repairs in accordance with company policies and procedures.
• Keep customers informed regarding service progress and open issues.
• Manage assigned customer accounts with minimal supervision.
• Collaborate with colleagues across the district and support service activities as needed.
• Maintain service manuals, technical documentation, and product knowledge.
• Perform all activities in accordance with applicable quality standards, ISO requirements, and company policies.
• Safely lift and transport equipment and materials up to 50 lbs.

Qualifications:

• 3 to 5 years of experience in electronics, electro-mechanical systems, scientific instrumentation, or a related technical field.
• Hands-on experience troubleshooting, repairing, and maintaining complex instrumentation.
• Experience supporting laser-based analytical instrumentation, particle characterization systems, or similar technologies.
• Strong technical aptitude with the ability to diagnose and resolve equipment issues independently.
• Excellent customer service, communication, and relationship-building skills.
• Ability to understand customer needs and provide effective technical solutions.
• Strong organizational skills with the ability to manage multiple priorities.
• Valid driver's license and ability to travel extensively (approximately 80%).

About Us - Malvern Panalytical, Micromeritics And SciAps.

Together we are a powerful and highly complementary combination of market leading technologies.

We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories. We are their partners in discovery.

Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals. Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure.

Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide- range of end markets including catalysts, chemicals, building materials, clean-tech and battery. Our leading technologies measure surface area, porosity, density, adsorption and particle activity.

SciAps specializes in portable X-ray fluorescence (XRF), laser-based (LIBS) and near-infrared (NIR) analyzers to measure any element in any environment. SciAps is the Center of Excellence for our handheld instruments.

We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia.

We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all committed to delivering expert and responsive customer support.

We are part of Spectris. Spectris combines precision with purpose, delivering progress for a more sustainable world. Precision is at the heart of what we do – our leading, high-tech instruments and software equip our customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive.

Malvern Panalytical, Micromeritics & SciAps

Your Partners in Discovery

Malvern Panalytical, Micromeritics and SciAps, part of the Spectris Group, are committed to a diverse and inclusive culture where everyone can thrive and achieve a fulfilling career. Changing the world isn’t something you can do on your own, or with a single way of thinking; it takes a wide collection of experiences, stories, knowledge, and expertise. We encourage applications from underrepresented individuals and people with diverse backgrounds. Although we always select the most qualified applicant for each role and make all decisions without regard to race, sex, age, or any other protected class, we are an inclusive, equal opportunity organization that prizes diversity. Your unique perspective is important to us.