Technical Support Specialist- Instruments

About this position

The Instrumentation Specialist at MP Biomedicals is responsible for providing after-sales technical support for the company's full range of products, including automatic nucleic acid extraction systems, homogenizers, vortex mixers, Saftest, autoblots and other laboratory instruments. This role involves on-site and remote troubleshooting, maintenance, customer training, and quality control of instruments and spare parts.

Responsibilities

• Perform on-site and remote troubleshooting, repair, and maintenance of company instruments.
• Diagnose and resolve technical issues reported by customers promptly and effectively.
• Conduct routine preventive maintenance to ensure optimal instrument performance.
• Respond to customer inquiries and provide technical support via phone, email, or on-site visits.
• Guide customers through troubleshooting steps to resolve instrument-related issues.
• Document and escalate complex issues to the engineering team for further investigation.
• Ensure customers are proficient in operating and maintaining the instruments.
• Document and report any defects or issues identified during QC inspections.
• Gather and analyze customer feedback on instrument performance and usability.
• Collaborate with the engineering team to identify areas for product improvement.
• Work closely with the operations team to ensure timely delivery of instruments and spare parts.
• Collaborate with the sales team to provide technical support for post-sales activities, such as handling customer complaints and providing product-related advice for upselling opportunities.
• Act as a liaison between customers and the product management (PM) team to communicate customer needs and suggestions.
• Communicate regularly with Product Managers and Product Specialists (PMs) to share field-based insights on product performance and customer needs, contributing to product development strategies.
• Perform incoming QC checks on instruments and spare parts to ensure they meet quality standards.
• Build and maintain good relationships with customers, ensuring their satisfaction with the technical support services provided and promptly addressing any concerns.
• Communicate with distributors and agents to ensure consistent service quality across regions.
• Work with the engineering team to relay customer feedback and contribute to product development.
• Conduct training sessions for customers, distributors, and internal teams (both online and offline).
• Develop training materials, including user manuals, troubleshooting guides, and video tutorials.
• Travel 30-40% to customer sites for on-site support and training.

Education and Experience

• Vocational school and/or Bachelor’s degree required in engineering, Biotechnology, Life Sciences or related field.
• 1+ years of experience in instrumentation technical support, preferably in the life sciences or laboratory equipment industry.
• Hands-on experience with laboratory instruments such as automated nucleic acid extraction systems, homogenizers, and vortex mixers.
• Proficiency in troubleshooting hardware and software issues.
• Strong and effective skills for the following: communication (verbal and writing), critical thinking, interpersonal communication, organization, time management, and presentation.
• Proficiency in Microsoft Office applications (i.e., Word, Excel, PowerPoint)

Work Environment

• Office (Primary); Use of standard office equipment such as computer, phone, photocopiers, video conferencing equipment.
• May also be required to work in the manufacturing environment for short periods to complete essential duties.
• PPE as required.
• Physical demands include sitting, bending, or standing for extended periods of time (1 hour or longer), including sitting in front of a computer or laptop.