Senior Customer Support Engineer

Jobtailor; Austin (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

Jobtailor is seeking a service engineer to install, maintain, and repair scientific instruments at customer sites in the Austin area. You will act as the main service liaison, ensuring customer satisfaction and timely completion of maintenance orders and service visits.

The role requires strong electro‑mechanical skills, 5+ years of instrument service experience or AS/AA with 7+ years, and proficiency in MS‑Office. Travel to customer sites and a valid driver’s license are expected.

Qualifications

• BS/BA in engineering or STEM.
• 5+ years in installation, preventive maintenance, troubleshooting, or end user support of scientific instrumentation (or AS/AA with 7+ years).
• Excellent organizational and communication skills.
• Experience with multi‑label detection plate readers, LC–MS, automated liquid handling systems, or similar tech preferred.
• Previous OEM service experience (Sciex, Waters, Agilent, Hamilton, Tecan, etc.).
• Ability to troubleshoot and diagnose complex technical issues.
• Strong electro‑mechanical skills.
• Valid driver’s license.
• Experience in MS‑Office products.

Responsibilities

• Install, maintain, and repair equipment at customer sites.
• Act as primary service liaison to build customer relationships.
• Meet response time targets for contract customers.
• Update Area Team Leader and Area Sales Manager on issues.
• Manage due dates for Preventive Maintenance Service Orders.
• Complete Service Orders promptly and manage inventory for territory.
• Provide billable estimates for non-contract servicing.
• Maintain company assets including vehicle, tools, and equipment.
• Complete expense reports and training in a timely manner.
• Report quality issues via corrective action process.

Skills

Excellent organizational skills

Strong electro-mechanical skills

Troubleshoot and diagnose complex tech

MS-Office proficiency

Excellent communication skills

Education

BS/BA degree in engineering/STEM

AS/AA degree in engineering/STEM or military training with 7+ years

Tools

Plate readers experience

LC-MS experience

Automated liquid handling systems

OEM service experience (Sciex, Waters, Agilent, Hamilton, Tecan)

Job description

Responsibilities

• Install, maintain, and repair equipment at various customer sites
• Act as primary Service liaison for customers, building a strong relationship to ensure their satisfaction
• Achieve response time targets to contract customers
• Keep Area Team Leader and Area Sales Manager informed of all issues
• Manage due dates for all Preventive Maintenance Service Orders, ensuring that all are completed on time
• Manage and complete all Service Orders in a timely manner
• Order and maintain appropriate inventory to support the territory
• Provide non-contract customers billable estimates for servicing instruments
• Accountability for assigned company assets including company vehicle, tools, test equipment, laptop, and cell phone
• Complete expense reports for usage of company credit card
• Complete company assigned training in a timely manner
• Report potential quality issues via the corrective action process

Requirements

• BS/BA degree in an engineering field or STEM
• 5+ years of experience with installation, preventive maintenance procedures, troubleshooting, support and/or end user utilization of scientific instrumentation or AS/AA degree engineering field or STEM or military training with 7+ years of experience
• Excellent organizational and communication skills
• Experience with multi‑label detection plate readers, liquid chromatography–mass spectrometry, automated liquid handling systems, or similar technical experience would be preferred
• Previous OEM service experience (Sciex, Waters, Agilent, Hamilton, Tecan, etc.)
• Ability to troubleshoot and diagnose complex technical issues
• Strong electro‑mechanical skills
• Valid driver’s license
• Experience in MS‑Office products