Service Engineer 1 - Remote

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

Job summary

A leading company in the healthcare technology space is seeking a Remote Support Engineer to deliver outstanding customer support for clinical laboratory instruments. Ideal candidates will have a strong technical background, excellent communication skills, and experience in customer service. This role requires a focus on providing solutions to complex issues while thriving in a team-oriented environment.

Qualifications

• 3-7 years of comparable experience in Med-Tech, Engineering or Healthcare.
• Willingness to travel up to 20%.

Responsibilities

• Provide phone/email support for customers and maintain documentation.
• Demonstrate technical expertise in laboratory practices while supporting instrument systems.
• Take ownership on tickets and escalate when necessary.

Skills

Technical expertise in clinical laboratory applications

Electro-mechanical troubleshooting

Customer service skills

Collaboration

Education

Associate or bachelor's degree in science-related or engineering field

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. Demonstrating exceptional customer service skills to improve the customer experience and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction.
5. Taking timely action and ownership on all open tickets to troubleshoot and resolve customer issues, escalating to next level support if necessary.
6. Meeting/exceeding individual service level metrics to meet the needs of the customer/business.
7. Supporting advanced technical troubleshooting and problem-solving skills for assigned product line.
8. Supporting collaboration with customers and internal resources to develop and implement action plans to resolve issues.
9. Proficiency in Microsoft Office Suite including Outlook, Excel, Word, and other applications.
10. Maintaining a positive attitude and thriving as part of a collaborative, cross-functional team.
11. Collaborating with team members and other organizational units to develop and implement action plans.
12. Creating an open, supportive environment aligned with Service Based Leadership culture.

Required Skills

• Associate degree and equivalent experience or 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 (Med-Tech or Engineering Degree, Healthcare Experience).

The position is strongly preferred to be based in the Glasgow, DE or Cary, NC facility; however, we will consider exceptionally qualified field-based candidates.