Global Instrument Support Engineer

Management Solutions, Inc; Boynton Beach (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Management Solutions, Inc. is seeking a Customer Support Engineer to provide expert technical support for analytical instruments to sales subsidiaries and partners.

You will diagnose issues, deliver efficient repairs, and coordinate with BW, CRM, and SAP to track tickets and customer feedback. The role emphasizes collaboration across teams, training service engineers, maintaining manuals, and supporting installations on-site, with domestic and international travel up to 25%.

Qualifications

• Bachelor’s Degree in Engineering or a related field is required.
• Three years of experience in customer service or support.
• Proven ability to collaborate with team members and with internal/external customers.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide high-quality technical support to customers and inquiries related to products using BW, CRM, and SAP.
• Convey customer feedback to departments to improve product quality and suggest improvements.
• Deliver prompt, high-quality repairs to customers.
• Organize and deliver training sessions for service engineers, internally or on-site.
• Collaborate with Technical Documentation to produce service manuals, maintenance protocols, and videos.
• Assist subsidiaries and sales partners with installations, setup, or service and maintenance at customer locations.
• Prepare documentation for serial production approvals, such as spare parts lists.
• Update and maintain entries in the Product Knowledge Database.
• Manage repairs processing, including reception, identification, organization, processing, billing, and closure.
• Maintain calibration and functionality of analytical instruments.
• Travel domestically or internationally up to 25%.
• Perform all other duties as assigned.

Skills

Communication

Accountability

Commitment

Integrity

Problem solving

Quality

Teamwork

Technical expertise

Time management

BW

CRM

SAP

Education

Bachelor’s Degree in Engineering or related field

Master’s Degree in Engineering or related discipline

Tools

BW

CRM

SAP

Job description

Management Solutions, Inc. is seeking a Customer Support Engineer to provide expert technical support for analytical instruments to sales subsidiaries and partners.

You will diagnose issues, deliver efficient repairs, and coordinate with BW, CRM, and SAP to track tickets and customer feedback. The role emphasizes collaboration across teams, training service engineers, maintaining manuals, and supporting installations on-site, with domestic and international travel up to 25%.