Technical Support Engineer

Company Overview

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

How You’ll Add Value

The Technical Support Engineer (TSE) provides technical support to customers and Field Service staff who are diagnosing, troubleshooting, and/or repairing complex equipment, sophisticated systems (computer, software and/or applications). They respond to situations where standard procedures have not isolated or fixed problems in equipment, systems, and/or software. The TSE responsibilities include coordination of problem-solving efforts between customers and field service personnel, software support, and investigation and analysis of product problems. They recommend and implement proposed solutions to resolve reported problems and/or escalate to appropriate parties.

This role is based at our Springfield facility to allow the TSE easy access to resources to support our customers with their manual freezers

What You’ll Do

• Manage relationships with approved service groups. The TSE will be responsible for issuing purchase orders and providing clear instructions on how to perform the task at hand.

• Interface with customers to ensure customer satisfaction with equipment and service levels.

• Maintain a safe and clean working environment by conforming at all times to Azenta and customers’ work protocols and policies.

• You will provide written and verbal support to the appropriate parties

• Submit reports, such as Service and Status Reports, on all support activities as defined and required.

• Proactively react to changing priorities such as Tool or Line down scenarios and escalations; as well as support organizational and administrative duties.

• Acts within the front-line element in the customer relationship for Azenta - high level of customer-facing skills.

• Applies professional concepts, company policies, and company procedures and exercises judgment to provide technical support for various issues to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and wireless systems.

• Provides support for issues of moderate scope (where analysis requires a review of a variety of factors) to customers and users where the product is highly technical or sophisticated in nature.

• Resource would work directly with the engineering teams (HW + SW) to ensure a comprehensive understanding of the assigned product

• Leadership of the assigned task/s.

• Based on analysis of the current system performances provides recommendations on current + future technical / project focus areas for the CoS team with the goal of driving improved system performances and customer satisfaction on the assigned platform

• Manages all data required to understand system performances within the assigned region/product set and seeks to drive continuous improvements.

• Manages the creation of revised service-related documentation, including but not limited to Installation, Service & Preventative Maintenance manuals, Troubleshooting Guides, Checklists and Recommended Spares List. - Alongside Engineering and PM team

What you will Bring

• Bachelor’s degree (and/or equivalent work experience) in related area required; Master’s degree preferred

• Over four (4) years of direct service experience gained in customer service/field service-based environment; over 6 years preferred

• Strong Electrical & Mechanical background.

• Ability to collate and analyze data leading to robust tactical and strategic business decisions

• The job holder is required to have experience of client interfacing at management / senior management levels, and have a working degree of commercial/contractual awareness

• Proven experience to successfully interact with customer’s senior management regarding performance issues

• Ability to work well under pressure, manage time and multi-task

• Self-motivated and able to work both independently and within a team

• Additional languages are beneficial

• Problem-solving ability

• Issue management

• Must possess excellent communication skills with the ability to read, write and speak with clarity in the English language and interface effectively with customers and peers.

• Requires excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause of an outage, with the ability to handle problems independently and implement corrective action.

• Displays commitment to resolve problems and make independent decisions based upon the priority of the problem in relation to business needs.

• Must be proficient with use of a PC, Windows, and DOS based Operating Systems. Oracle experience highly beneficial. Be able to use the company’s standard software to generate reports, presentations and document the daily activities as defined and expected by your manager.

Working Conditions/ Schedule

• May be asked to travel occasionally (anticipated to be around 10%)

• Work schedule is to align with customer needs.

• Must be able to travel to and work at our Springfield facility every working day.

EOE M/F/Disabled/VET

At Azenta, we are a part of the science behind the COVID vaccine and we are committed to the health and safety of our employees, customers and the communities where we live and work. To protect our coworkers, clients, families and friends, we have implemented a policy where all of our US employees must be fully vaccinated (which includes taking the booster) or have requested and received an approved medical/religious accommodation prior to their first day of work.

Azenta Life Sciences is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer.

Equal Employment Opportunity

As an Equal Opportunity Employer, we do our utmost to ensure that there is no discrimination or bias against anyone applying for a job or in any phase of employment for reasons related to race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.

We welcome and value diversity, to ensure that our work benefits from a broad range of viewpoints and perspectives. Our growing global reach gives us the opportunity to bring to our business an even richer diversity of experiences and capabilities. For assistance in the application process, please reach out to Recruiting@azenta.com or call (978) 262-2400. Review EEO Poster Know Your Rights: WOrkplace Discrimination is Illegal (dol.gov)

Azenta Life Sciences participates in E-Verify®, and will provide the United States Federal Government with your form I-9 information to confirm you are authorized to work in the United States. For more information, please visit E-Verify® at www.dhs.gov/E-Verify . E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

Pay Transparency Nondiscrimination Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

41 CFR 60-1.35(c)