Customer Support Engineer On-Site (Frederick, Maryland)

Azenta Life Sciences; Annapolis (MD); On-site; USD 54,000 - 68,000; Full time

Job summary

Azenta Life Sciences is seeking a Customer Support Engineer for an on-site role at a customer site in Frederick, Maryland. You will install, modify, repair, and maintain equipment and software, interfacing with customers to ensure SLA compliance and satisfaction.

The role requires 5+ years of related experience, strong electrical/mechanical skills, and excellent English communication. Travel and on-call may be required; a valid driver’s license is needed.

Qualifications

• Associate of Science degree or technical certificate or equivalent experience is required.
• Minimum of 5 years related work experience or military technical training is required.
• Strong Electrical & Mechanical background.
• Excellent communication skills in English (read/write/speak).
• Structured troubleshooting skills to determine root causes.

Responsibilities

• Install, modify, repair, and perform maintenance on equipment and systems at customer sites.
• Interface with customers to ensure SLA and satisfaction with service agreements.
• Maintain a safe work environment following policies and procedures.
• Submit service and status reports for all activities.
• Support sample migration and data/documentation tasks as needed.

Skills

Customer interaction

Troubleshooting

Communication (English)

Technical documentation

PC Windows knowledge

Proactive scheduling

Education

AS degree or technical certificate

Tools

Oracle

Windows/DOS

Job description

Job Title

Customer Support Engineer On-Site (Frederick, Maryland)

Job Description

Join Azenta Life Sciences, a global leader driving innovation in life sciences, where fresh ideas, collaboration, and authenticity power groundbreaking discoveries. Be part of a diverse, people-first culture managing over 1 billion samples worldwide and accelerating breakthroughs to market.

Our Global Service Team is looking for an Customer Support Engineer at our customer site in Frederick, Maryland.

How you'll add value in the role of Field Service Engineer ...The Field Service Engineer performs basic/routine customer support activities involving the installation, modification, repair and preventive maintenance of Azenta's equipment and systems generally at customer sites, to ensure proper working order. Works under supervision following established policies and procedures to ensure company and customer quality standards are met. Discretion and independent judgment are required resolving customer issues. Candidate will be assigned to support a specific customer site, region, or product, depending upon business needs.

What you'll do

• Install, modify, repair, conduct preventive diagnosis, and perform maintenance on the software and hardware of the equipment and systems while adhering to Azenta's policies, procedures and work direction of supervisor or shift/site lead.
• Interface with customers to ensure contract SLA & customer satisfaction levels are maintained with terms of the service agreement/provision.
• Maintain a safe and clean working environment by conforming at all times to Azenta's and customer's work protocols and policies.
• Attain Equipment Service and Operation Certification on equipment and systems as defined.
• Submit reports, such as Service and Status Reports, on all support activities as defined and required.
• Productively react to changing priorities such as Tool or Line down and escalations and support organizational and administrative duties.
• Adopt PoC for both customer and internal Azenta Management.
• Provide weekly system performance summaries that reports number of system events (weekly, monthly, and rolling), issue pareto analysis, and root cause / corrective actions.
• Additional KPI measurement requests throughout the contract period will be considered.
• Assist with sample migration (initial transfer from old format to new format and load into customer Store).

What you'll bring

• Associate of Science (AS) degree, technical certificate or equivalent experience is required.
• A minimum of 5 years related work experience or military technical training is required.
• Strong Electrical & Mechanical background.
• Must possess excellent communication skills with the ability to read, write and speak with clarity in the English language and interface effectively with customers and peers.
• Requires excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause of an outage, with the ability to handle problems independently and implement corrective action.
• Displays commitment to resolve problems and make independent decisions based upon the priority of the problem in relation to business needs.
• Must have a valid driver's license, good driving record, reliable mode of transportation and able to obtain a valid passport for the term of employment.
• Must be qualified to meet the requirements of background screening by a third-party agency.
• Must be proficient with use of a PC, Windows, and DOS based Operating Systems.
• Oracle experience highly beneficial.
• Be able to use the company's standard software to generate reports, presentations and document the daily activities as defined and expected by your manager.
• Preferably you live in the area Maryland, United States (Frederick area).
• Working conditions International travel is required at times.
• On rare occasions, individuals may be asked to be on-call, or work on holidays, or weekends.
• Work in cold environments.
• Must be able to lift up to 50 pounds, climb ladders, scaffoldings, and use Personal Protective Equipment.
• M/F/Disabled/VET

About us

At Azenta Life Sciences, a global leader in the life sciences arena headquartered in Burlington, MA, and operating offices worldwide, the trajectory of our future is shaped by fresh ideas, cutting-edge technologies, and innovative perspectives. Every day our employees support us fulfilling our mission to bring breakthroughs to the market faster. Our organizational culture, firmly grounded in our core values, places the utmost importance on putting people first. Open communication is not just encouraged but embedded in our DNA, fostering an environment where ideas freely flow, and collaboration thrives. Authenticity is not just a principle but a guiding light, encouraging our diverse workforce to bring their true selves to work. This culture empowers our employees to champion innovation and question conventional norms through creative thinking and collaborative work dynamics. Diversity is not just a concept but a cornerstone of our ethos, recognizing that a variety of backgrounds, perspectives, and experiences enhances our collective creativity and success. Leveraging our unmatched expertise, we offer comprehensive services spanning lab analysis, sample management and storage, informatics software, and consumables. Notably, our extensive installed base oversees the management of over 1 billion samples on a global scale. All we accomplish is grounded in our Core Values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value, and Integrity.

Join us and become part of our mission to enable life sciences companies to bring impactful breakthroughs and therapies to market faster.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email at [e-mail] for assistance.

Azenta is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.

United States Base Compensation: $39.50 - $49.50

The posted pay range for this position is an estimate based on current market data and internal pay structure. Final compensation may vary above or below this range depending on factors such as experience, education (including licensure and certifications), qualifications, performance, and geographic location, among other relevant business or organizational needs.