Sr. Customer Support Engineer

In addition to the normal CSE tasks of troubleshooting, repair, and maintenance of laboratory equipment, a Senior CSE's responsibilities also include: This role works closely with the LIS Functional Lead and serves as the second point of contact within the LIS team for questions and concerns (exclusive of personnel and HR issues). Provide system matter expert (SME) front line support for the maintenance, qualification, and repair of multi-vendor scientific equipment. Diagnoses and resolves multi-vendor scientific equipment problems that other engineers cannot resolve prior to calling for third-party assistance. Train other field engineers and customers in equipment solutions to limit downtime. Assist in driving the team towards zero service recalls. Support Functional Lead in scheduling, assigning, and load balancing scheduled and corrective calls. Ensure customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance. Complete administrative paperwork and computer reports promptly and accurately. Spearhead the Manage to Maintain initiative by consistently identifying, researching, and supporting the onboarding of new in-house supported equipment. Attend training on platforms with the intent of establishing in-house support and engineer training. Be responsive to customer requests for service and communicate proactively before, during, and after service. Aid leadership in writing, revising, and/or implementing processes and procedures. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time. Critical Skills: Ability to troubleshoot and problem-solve when training is limited. Technical writing. Exceptional interpersonal and coaching skills. Experience using Microsoft Suite (i.e., Outlook, Teams, Word, Excel). Effective communicator (e.g., audits, speaking with leadership). Self-motivated and able to work under pressure to prioritize conflicting deadlines. Ability to work collaboratively with international counterparts to achieve global objectives. Basic Qualifications: Bachelor’s degree (or equivalent) in Engineering, Technical, or Science with 3+ years servicing laboratory equipment OR Associates degree (or equivalent) in Engineering, Business, Technical, or Science with 4+ years servicing laboratory equipment OR High School Diploma (or equivalent) with 5+ years of experience servicing laboratory equipment. Preferred Qualifications: Proven experience on a technical support team, preferably in a Pharmaceutical laboratory environment. Strong troubleshooting skills on multi-vendor equipment. Working Environment: Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.). Job pace may be fast and job completion demands may be high. Must be able to remain in a stationary position more than 25% of the time. The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools, or controls, which will require regularly bending, squatting, stretching, and reaching in order to perform in a service function. Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds). Specific vision abilities required by this position include, without limitation, the ability to observe details at close range, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus in order to perform the essential service functions of this position. Occasionally operate a computer and other office machinery, such as a calculator, copy machine, and computer printer. Employee may be required to handle hazardous waste according to local, state, or federal regulations. Duties may include identifying, handling, generating, accumulating, storing, and labeling hazardous waste. Potential risk to lab-based hazards including, but not limited to, extreme temperature, biological materials, and hazardous chemicals. May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment. The annual compensation range for this full-time position is $78,000.00 to $117,500.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.

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