This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Deliver technical customer support for MLD and RRD products, which includes troubleshooting, diagnostics, and resolution assistance.

• Assist with installation, qualification, preventive maintenance, and service operations in the field as required.

• Convert customer concerns into concise, actionable updates for internal teams to facilitate prompt solutions and ongoing improvements.

• Travel across the NJ/NYC region, Philadelphia, and provide additional coverage in the MD/DC area, with approximately 80% travel and some overnight stays based on client requirements.

• Keep precise service records, adhere to established processes, and contribute to ensuring an exceptional customer experience.

• Report to the Mid-Atlantic Team Leader and collaborate closely with internal teams.

⛳️ Requirements

• Bachelor’s degree in Engineering, Life Sciences, Biomedical Sciences, or a STEM-related field.

• Over 3 years of experience in technical customer service, field service engineering, technical support, or a similar customer-facing service position in a laboratory, life science, or regulated technology setting.

• Excellent troubleshooting abilities with a methodical approach to diagnosing issues from customer symptoms to root causes, utilizing documented procedures and tools.

• Preferred: More than 3 years of experience supporting Applied Genomics or Life Science instruments and associated systems, including service, validation support, or qualification tasks.

• Preferred: Knowledge of service documentation, change tracking, and structured problem-solving methods used in technical environments.

• Preferred: More than 3 years of experience collaborating with cross-functional internal teams to address complex issues.