Service Engineer 1

Campus4Tech; Newark (NJ); Remote; USD 55,000 - 75,000; Full time

Job summary

Campus4Tech is seeking a motivated Remote Support Engineer to join their team. The ideal candidate will leverage technical expertise in clinical laboratory applications to provide exceptional customer support, troubleshoot diagnostic instruments, and collaborate with internal teams. This role offers a chance to grow your skills within a supportive environment focused on Service Based Leadership.

Qualifications

• 3-7 years experience in Med-Tech, engineering, or healthcare.
• Willing to travel up to 20%.
• Experience with troubleshooting diagnostic laboratory instruments.

Responsibilities

• Provide phone/email support for customers while documenting interactions.
• Support SLS Hematek, PFA, and BFTii small instrument systems.
• Resolve customer issues and meet service level metrics.

Skills

Technical expertise

Customer service

Communication

Education

Associate degree or Bachelor's in science/engineering

Tools

Microsoft Office Suite

Job description

Description

Our ideal candidate will exhibit initiative to learn and demonstrate technical expertise in clinical laboratory applications, as well as the electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone. You must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation.

Responsibilities

1. This is a role well suited to an ambitious professional, looking for the next step in their career. As a Remote Support Engineer, you will be responsible for:
2. Providing phone/email support for internal/external customers, as well as consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool.
3. Demonstrating a high level of technical expertise in clinical laboratory practice while supporting SLS Hematek, PFA, and BFTii small instrument systems.
4. Providing exceptional customer service to improve the customer experience and achieve customer satisfaction by troubleshooting complex issues.
5. Taking timely action and ownership on all open tickets to troubleshoot and resolve customer issues, escalating as necessary.
6. Meeting or exceeding individual service level metrics.
7. Supporting advanced technical troubleshooting and problem-solving for the assigned product line.
8. Supporting collaboration with customers and internal teams to develop and implement action plans for issue resolution.
9. Proficiency in Microsoft Office Suite (Outlook, Excel, Word).
10. Maintaining a positive attitude and thriving as part of a collaborative, cross-functional team.
11. Creating an open, supportive environment aligned with Service Based Leadership culture.

Required Skills

• Associate degree with equivalent experience or a bachelor's degree in a science-related or engineering field (Med-Tech, Biomedical Engineering, or Engineering Degree preferred).
• Willing to travel up to 20%.
• 3-7 years of comparable experience in Med-Tech, engineering, or healthcare.
• The position is preferred to be based in the Glasgow, DE or Cary, NC facilities, but exceptional field-based candidates will also be considered.