System Support Engineer I

This is a fully remote position, open to applicants in United States, +7 more locations.

📋 Description

• Address customer inquiries regarding technical support through telephone and chat.

• Diagnose basic to moderately complex instrument issues with minimal assistance.

• Accurately document all customer interactions within the service management system.

• Maintain close follow-up on ongoing service interactions.

• Collaborate with advanced support specialists and various departments.

• Order parts as necessary.

• Engage in on-call planning in alignment with support hours.

• Utilize tools such as merged reality and remote system access to troubleshoot issues.

• Advocate for and ensure the privacy and security of PHI in compliance with HIPAA and GDPR regulations.

• Uphold a high level of customer satisfaction and trust in Bioscience products and services.

• Present a professional demeanor in both verbal and written communications.

• Execute other related duties and tasks as assigned.

⛳️ Requirements

• Basic experience in using, troubleshooting, and repairing relevant equipment, including medical devices and electronic systems.

• Laboratory experience in flow cytometry, immunology, immuno-oncology, molecular and cellular biology, or a related biological field is highly preferred.

• An associate degree, ideally in Electronics, Computers, or Biomedical Engineering.

• Strong communication and customer service skills.

• Proficient in technical writing and typing.

• Capability to manage intricate technical dialogues via telephone, chat, and email.

• Fundamental knowledge of electronics and electro-mechanical devices.

• Proficient in PC skills, including Microsoft Office and other general applications.

• Familiarity with networking setup and troubleshooting.

• Strong interpersonal, organizational, and prioritization abilities.

• Capacity to multitask and adapt to a dynamic business environment.

• Ability to function as part of a team with moderate supervision.

• A strong focus on customer service and solutions.

• Willingness to work hours in the Pacific Time Zone.

• Capacity to support customers throughout North America, including the United States and Canada.

🏝️ Benefits

• Comprehensive Total Rewards program.

• Opportunities for rewards and recognition.

• Competitive compensation and benefits packages.

• Workplace accommodations considered in accordance with applicable laws.

• Training travel provided or required.

• Opportunities for learning, growth, and development.