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

Azenta Inc.; United States; Remote; USD 54,000 - 68,000; Full time

Job summary

Azenta Life Sciences is hiring a Customer Support Engineer for on-site work at our West Point, PA site. You will install, diagnose, repair, and maintain equipment software and hardware, ensuring SLA targets and customer satisfaction per the contract.

Requires 5+ years of related experience or military technical training, strong electrical/mechanical background, and excellent communication. Travel and background checks may apply; a valid driver's license and passport are required.

Qualifications

• AS degree or technical certificate required.
• Minimum 5 years related work experience or military technical training.
• Strong electrical and mechanical background.
• Excellent communication with customers and peers.
• Proficient with PC, Windows and DOS operating systems.
• Valid driver's license and ability to obtain a passport.

Responsibilities

• Install, modify, repair, diagnose, and maintain equipment software and hardware at customer sites.
• Interface with customers to maintain SLA and satisfaction per service agreement.
• Maintain safe work environment following policies and procedures.
• Submit service and status reports for all activities.
• Adapt to changing priorities and assist with administrative duties.
• Provide weekly system performance summaries and root-cause analyses.
• Assist with sample migration and data loading into customer Store.

Skills

Electrical background

Mechanical background

Communication skills

Troubleshooting

English proficiency

Driver's license

Reporting

Windows OS

Education

AS degree or technical certificate

Tools

Oracle

Windows

DOS

Job description

Job Title

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

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.

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.

Additional

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

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.