Customer Support Engineer On-Site (West Point, PA)

Azenta US, Inc.; Pennsylvania; On-site; USD 70,000 - 100,000; Full time

Job summary

Azenta Life Sciences in West Point, PA is seeking a Field Service Engineer to install, diagnose, repair, and maintain Azenta equipment at customer sites. You will work under supervision and ensure service quality and SLA adherence.

Candidates need an AS degree or technical certificate, 5 years related work or military training, strong communication, ability to travel internationally, valid driver’s license, and willingness to work flexible hours; Oracle experience is a plus.

Qualifications

• Associate of Science degree or technical certificate is required.
• Minimum of 5 years related work experience or military technical training.
• Strong electrical and mechanical background is required.
• Excellent communication skills in English (read/write/speak).
• Valid driver’s license and ability to obtain passport for employment.
• Background screening will be conducted.

Responsibilities

• Install, modify, repair, diagnose, and maintain equipment and systems at customer sites.
• Interface with customers to ensure service levels and satisfaction.
• Submit service reports and performance summaries; manage priorities and escalations.
• Travel internationally as needed and adhere to safety and company policies.

Skills

Electrical & Mechanical

Troubleshooting

Communication skills

Windows/DOS familiarity

Education

AS degree or technical certificate

Tools

Oracle

Job description

## **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 **West Point, Pennsylvania**. **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 **Westpoint, Pennsylvania** 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.