Customer Support Engineer

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to clients worldwide.

About the role

Our Customer Support Engineer is responsible for maintaining a high standard of professional customer support. In this role, the Customer Support Engineer will act as the face for the company, ensuring customer needs are met in a timely and efficient manner.

Responsibilities

• Enhance the Customer Experience:
  • Install, maintain, validate, and repair client and/or multivendor instrumentation including Waters Acquity and Alliance systems 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 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 the client’s value proposition to the customer.
  • Enhance 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 including but not limited to time reporting and assigned training.
  • Maintain training and compliance in areas of health and safety, security, environmental, and operational aspects of daily activities in the working environment.

Requirements

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 5+ years of experience in troubleshooting, repairing, and providing qualification services in a laboratory setting.
• OR Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience and 7+ years of experience in troubleshooting, repairing, and providing qualification services in a laboratory setting.
• 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.
• Valid driver’s license.
• UPLC, HPLC experience with extensive troubleshooting skills in Reverse Phase and Normal Phase Chromatography.
• Repair experience, with the ability to use a multimeter to repair electronics such as replacing boards, power supplies, fuses, etc.
• Basic electrical knowledge.
• GxP experience with instrument PM protocols, IQ, OQ, PQ, and controlled documents.

Preferred Qualifications

• Advanced knowledge of 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 customer’s site safety code.
• Experience using Microsoft 365 and other business software platforms.
• Demonstrated experience in handling advanced and complicated technical and interpersonal escalations.
• Demonstrated ability to drive miscellaneous business projects through completion.

Work 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.
• Occasionally move between labs, corridors, adjoining rooms, and buildings onsite.
• Frequently operate instruments, objects, tools, or controls, which will require regularly bending, squatting, stretching, and reaching in order to perform service functions.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required include close-range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• May be required to handle hazardous waste according to local, state, and 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.