Technical Service Specialist II

Tecan; Morrisville (NC); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401(k) employer match

Company-paid Life Insurance

HSA & HRA options

Disability insurance

Employee Assistance Program (EAP)

Pet insurance discounts

Job summary

Tecan Austria GmbH in Morrisville, NC is seeking a Technical Service Analyst II to troubleshoot and resolve instrument issues and provide remote technical support to customers and field engineers.

You will coordinate solutions, document issues, and maintain certification for onsite maintenance and installations while supporting training and events. Travel up to two nights per month may be required.

Qualifications

• Bachelor's degree in Biology, Chemistry, Medical Technology, Robotics, Automation, or related field.
• At least 18 months of experience in automation, instrumentation, or a related technical support environment.
• Experience programming or troubleshooting Tecan instruments and automation software.
• Ability to provide technical support remotely and onsite.

Responsibilities

• Provide technical support to customers, Sales teams, and Field Automation Engineers via phone, email, and remote channels.
• Troubleshoot instrument and automation issues, identify root causes, and coordinate timely resolution; onsite support as needed.
• Gather information, document technical issues, and support the complaint management process.
• Coordinate shipment of replacement parts and instruments, tracking RSOs and returns.
• Participate in rotating on-call coverage; maintain knowledge of Tecan instruments and software.

Skills

Troubleshooting

Communication

Organization

Teamwork

Travel flexibility

Driver's license

Remote support

Education

Bachelor's degree in Biology, Chemistry, Medical Technology, Robotics, Automation, or related field

Tools

EVOware

FluentControl

Remote support tools

Job description

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Join Tecan!
Work in an international and dynamic environment, share our success!

Technical Service Analyst II

Make an Impact at Tecan

At Tecan, we are driven to improve people's lives and health through innovative laboratory automation solutions. As a Technical Services Analyst II, you will play an important role in supporting our customers and helping them get the most out of their Tecan instruments and technologies.

You will serve as a key technical resource for customers, Sales teams, and Field Automation Engineers by troubleshooting instrument issues, providing remote technical support, and coordinating solutions to keep our customers' operations running smoothly.

How Will You Make an Impact?

• Provide technical support to Tecan customers, Sales teams, and Field Automation Engineers through phone, email, and other remote support channels.
• Troubleshoot instrument and automation issues, identify root causes, and work toward timely resolution. When onsite support is needed, coordinate with Field Automation Engineers and follow through until the issue is resolved.
• Work directly with customers and internal teams to gather information, document technical issues, and support the complaint management process.
• Coordinate the shipment of replacement parts and instruments to customer sites, including tracking and ensuring the proper return of repair service orders (RSOs).
• Participate in rotating on-call cell phone coverage with other Technical Services Specialists.
• Maintain current technical knowledge of Tecan instruments, products, and software through ongoing training and professional development.
• Maintain certification to perform onsite preventative maintenance, installations, and minor instrument repairs.
• Assist with customer training, trade shows, and other technical service activities as needed.
• Follow established quality procedures, work instructions, and documentation requirements to support Tecan's Quality Management System and ISO standards.
• Follow all applicable safety procedures and OSHA regulations, and promptly report any safety concerns.

What You Bring

• Strong troubleshooting and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills, including professional phone and email etiquette.
• Strong organizational, time management, and follow-up skills.
• A customer-focused approach and the ability to work effectively with people at all levels of the organization.
• Ability to remain professional and work effectively under pressure.
• A high level of initiative, accountability, and dependability.
• A collaborative mindset and willingness to support team goals.
• Ability to travel up to two nights per month.
• Valid driver's license.

Your Background

• Bachelor's degree in Biology, Chemistry, Medical Technology, Robotics, Automation, or a related technical field, or equivalent combination of education and experience.
• At least 18 months of experience in automation, instrumentation, or a related technical support environment.
• Working knowledge of Microsoft Windows applications.
• Experience programming or troubleshooting Tecan instruments and automation software.
• Ability to provide technical support and troubleshoot instrument issues remotely and onsite.
• Previous experience working with Tecan instruments.
• Experience developing or programming scripts in Tecan EVOware.
• Experience programming or supporting Tecan FluentControl.
• Experience providing remote technical support for laboratory automation systems.

What We Offer

• Medical, Dental, and Vision effective on your first day
• 16 company-paid holidays
• 401(k) employer match on first 6% contributions (no vesting period)
• Company-paid Life Insurance
• HSA & HRA options
• Company-paid short- and long-term disability
• Employee Assistance Program (EAP)
• Accident, Critical Illness & Hospital Indemnity coverage
• Legal Shield / Identity Shield
• Discounted Pet Insurance

Salary range: $65k– $80K
(Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with industry data.)

Our purpose.
At Tecan we are driven to improve people's lives and health. We do this by empowering our customers to scale healthcare innovation globally from life science to the clinic. We collaborate with our customers from early-stage innovation through project implementation and beyond. We deliver the products, services and solutions that make lab processes and medical procedures precise, reproducible and compliant.

Stay unique and make it count.
Our values - trust, highest standards and ambition - are the cornerstones of our business and provide the framework for Tecan's culture. We foster a positive and empowering environment where our rarest assets, our unique employees, can grow and bring their passion and talent to work.