Customer Support Engineer On-Site (Frederick, Maryland)

azenta; United States; On-site; USD 70,000 - 95,000; Full time

Job summary

Azenta Life Sciences in Frederick, Maryland is seeking a Customer Support Engineer to join our on-site field service team. You will install, service, and maintain Azenta equipment and software at the customer site, ensuring uptime and adherence to safety and quality standards.

The role requires a technical AS degree or certificate, 5 years of relevant experience or military training, strong electrical and mechanical skills, and excellent communication with customers.

Qualifications

• AS degree or technical certificate required.
• Minimum 5 years related work experience or military technical training.
• Strong electrical and mechanical background.
• Excellent written and spoken English; able to interface with customers.
• Valid driver’s license and ability to obtain passport.
• Experience with Windows/DOS environments; Oracle experience beneficial.
• Willingness to travel to customer sites, including possible international travel.

Responsibilities

• Install, modify, repair, conduct preventive maintenance on equipment and systems per Azenta policies.
• Interface with customers to uphold contract SLA and satisfaction levels.
• Maintain a safe and clean working environment per policies.
• Attain Equipment Service and Operation Certification on equipment and systems.
• Submit Service and Status Reports on all support activities.
• Adapt to changing priorities and handle escalations and admin duties.
• Provide PoC for customer and Azenta Management.
• Provide weekly system performance summaries including events and root-cause analysis.
• Assist with sample migration and data transfer for customers.

Skills

English communication

Troubleshooting

Electrical & mechanical

Customer interfacing

Problem solving

Education

AS degree or technical certificate

Tools

Oracle

Job description

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 .

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 ju