Field Support Technician
Company: Integrated Resources
Location: Cambridge
Posted on: March 16, 2023
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Job Description:
Location - Cambridge, MA 02142 fulltime onsite
Schedule Monday-Friday 8-5pm
Job Description
Summary:
***s purpose is to enable scientists, researchers, and clinicians
to address their most critical challenges across science and
healthcare. With a mission focused on innovating for a healthier
world, we deliver unique solutions to serve the diagnostics, life
sciences, food and environmental markets. Every day, *** Service
Engineers help their customers enhance the productivity of their
laboratory processes and drive high levels of satisfaction by
delivering effective customer support. As a Service Team Member,
you will represent the face of *** and drive best-in-class customer
service, responsiveness, and professionalism.
Key Responsibilities
Enhance the Customer Experience
Install, maintain, validate and repair *** and/or multivendor
instrumentation at customer sites with best-in-class service
Provide scheduled and unscheduled corrective maintenance for
customers including warranty services within a prescribed time
frame and established maintenance protocols
Deliver customer familiarization for instrument operation and
maintenance
Communicate service offerings including training, support,
software, laboratory services products and field upgrades
Partner with our customers to understand their analytical workflow
and applications
Support your Team
Support the local instrument sales representative(s) to help secure
new instrument orders
Provide service that helps to drive the sale of new service
agreements, service agreement upgrades and instrument add-ons to
existing service contracts
Display exceptional written and verbal communication skills and
actively interface with peers and customers
Develop organizational awareness of other functional groups and
product lines
Drive Organizational Growth
Demonstrate knowledge of and adherence to the installation,
warranty, and service agreement documentation standards
Contribute to account profitability through efficient execution and
service delivery
Perform timely uploads and downloads of required service data to
ensure the integrity of service system(s)
Maintain assigned assets including: Company vehicle, tools, test
equipment (MTE), telecommunication equipment, assigned service
parts inventory, etc.
Proactively develop technical and soft skills to maintain and
enhance ***s value proposition to the customer
Enhance ***s product quality by proactively reporting improvement
opportunities via the quality notification process
Seek higher level certification through participation in company
sponsored training & development offerings
Complete all administrative tasks to include but not limited to
time reporting, assigned training, etc.
Basic Qualifications:
Associate degree in Applied Science, Biology, Chemistry,
Electronics, Mathematics, Engineering, or related discipline
including military experience, or completed HSD/GED with
commensurate experience.
Ability to travel by air, vehicle and/or other means of
transportation as business requires. Travel will vary depending on
territory requirements and/or customer base.
Demonstrated ability to troubleshoot, repair, and provide
qualification services
Preferred Qualifications:
Bachelors degree
Experience using Microsoft 365
2+ years of laboratory and/or field service experience
Exposure to analytical equipment, laboratory environment, and/or
instrument control software
Vendor issued certification on relevant laboratory equipment
Knowledge of laboratory safety practices as defined by the Company
and/or the customers site safety code
Strong interpersonal skills; strong team player with customer
satisfaction focus
Ability to follow written and verbal directions, read and
understand technical bulletins and service manuals, work under time
constraints, maintain alertness and concentration, work safely with
potential electrical, chemical, radiologic, and biologic hazards
using universal precautions
Ability to operate personal computer to enter data and generate
reports, ability to communicate clearly and effectively with peers,
managers, customers, and other technical support professionals is
critical to successful performance in this role
The physical demands defined are representative of those that must
be met by an employee to successfully perform the essential
functions of this job: The employee will regularly be required to
walk, stand, sit and talk or hear; to use hands to finger, handle,
feel or operate objects, tools, or controls; and reach with hands
and arms. The employee is occasionally required to climb or
balance; stoop, kneel, crouch, or crawl. The employee must
frequently lift and/or move up to 25 pounds, and occasionally lift
or move weights up to 100 pounds. Specific vision abilities
required by this job include close vision, color vision, and the
ability to adjust focus
Keywords: Integrated Resources, Cambridge , Field Support Technician, Professions , Cambridge, Massachusetts
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