This is a fully remote position, open to applicants in New Jersey, +3 more states.

📋 Description

• Deliver expert technical support for MLD and RRD products, encompassing troubleshooting, diagnostics, and resolution assistance.

• Assist with installation, qualification, preventive maintenance, and field service activities as required.

• Convert customer challenges into clear, actionable feedback for internal teams to facilitate timely solutions and ongoing improvements.

• Travel extensively across the Philadelphia area and greater PA/NJ and MD/DC regions (approximately 80% travel), with potential overnight stays based on customer requirements.

• Ensure precise service documentation, adhere to established processes, and contribute to delivering a superior customer experience.

⛳️ Requirements

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

• Over 5 years of experience in technical customer service, field service engineering, technical support, or a similar customer-facing role within a laboratory, life science, or regulated technology setting.

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