Customer Support Engineer On-Site (Frederick, Maryland)

Azenta Inc.; United States; À distance; USD 54 000 - 68 000; Plein temps

Résumé du poste

Azenta Inc. is seeking a Customer Support Engineer to join the on-site team in Frederick, Maryland. You will install, diagnose, and maintain equipment while ensuring customer satisfaction and SLA compliance.

The role requires strong English communication, troubleshooting, and the ability to work closely with customers and internal teams. Ideal candidates hold an AS or technical certificate with 5+ years of related experience, a valid driver's license, and the ability to travel as needed.

Qualifications

• AS degree or technical certificate is required.
• 5+ years related work experience or military technical training is required.
• Excellent communication skills with the ability to read, write and speak clearly in English.
• Strong systematic troubleshooting skills to identify root causes and implement corrective action.
• Must have a valid driver’s license and reliable transportation.
• Able to obtain a valid passport for employment term.
• Prior experience interfacing with customers and meeting SLAs is preferred.
• Experience with reporting and documentation using standard software.

Responsabilités

• Install, modify, repair, diagnose, and maintain software and hardware on equipment and systems.
• Interface with customers to ensure SLA adherence and satisfaction.
• Maintain safe work environment following policies and customer protocols.
• Achieve Equipment Service and Operation Certification as defined.
• Submit Service and Status reports for all activities.
• Adapt to changing priorities and support organizational duties.
• Provide weekly system performance summaries and Pareto/root-cause analysis.
• Assist with sample migration and data loading as required.

Formation

AS degree or technical certificate

5+ years experience or military training

Outils

Oracle

Windows/DOS

Description du poste

Azenta Inc. At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity

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.

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).

M/F/Disabled/VET

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.

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.

Azenta is a market leader in automated bio sample management solutions and multiomics services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally. As a global leader in R&D multiomics services, Azenta Life Sciences, leads the way in providing superior data quality with unparalleled technical support to enable researchers around the world to advance their scientific discoveries faster than ever before.