Customer Support Engineer Americas Northeast
The Customer Support Engineer (Americas - Northeast) will perform routine preventative maintenance, repair, installation, and troubleshoot activities for all Pion instrumentation throughout the Americas. Will assist with reporting, customer support, and other service-related activities as well.
Essential Functions
- Field Service activities on all Pion equipment – including but not limited to repair PM, PV, IQ/OQ, Installation, troubleshooting, commission, etc.
- Repair Depot activities on all Pion equipment as needed – including but not limited to repair PM, PV, IQ/OQ, Installation, troubleshooting, commission, etc to be completed at any of the designated Pion facilities as required.
- Cover the technical support helpdesk and remotely support customer inquiries when required.
- Record service activities within service management and CRM software.
- Communicate with all internal teams regarding all service and customer satisfaction issues.
- Work within regulated environments.
- Complete service-related documentation using good documentation practices (cGMP).
- Communicate professionally with customers in various situations.
Competencies
- Ability to maintain own schedule with support from various internal teams.
- Knowledge of good documentation practices.
- Ability to troubleshoot instrumentation and recommend paths forward.
- Strong verbal and written communication skills.
- Excellent customer service skills.
- Strong mechanical aptitude and use of hand tools.
- Proficient knowledge of scientific instrumentation.
- Excellent organization skills.
- Ability to keep calm in an ever-changing and demanding environment.
- Ability to work in a fast-paced environment.
- Ability to manage multiple priorities and switch gears easily.
- Familiarity with ISO procedures.
Job Requirements
- Ability to travel up to 90%
- Ability to work in a manufacturing/production setting across multiple departments.
- Valid driver’s license and passport
- Ability to lift 50 lbs.
Travel
- The position is remotely based from a home office in any city within the Maryland/New Jersey/Eastern PA area with 60 min drive access to an international/major airport and requires up to 90% domestic and international travel throughout the Americas region with occasional travel to Europe or APAC regions.
Education & Experience
- Undergraduate degree in science or engineering field
- 2+ years working in a laboratory setting or as a field service representative required
- 2+ years’ experience with instrument repair/troubleshooting preferred
- Proficiency with MS Office
What Success Looks Like
- Customers are highly satisfied with Field Services
- Customer support protocols are followed and documented
- Field Service team is coherent and communicative
This job description is only intended to summarize the duties required of the position and is not all-inclusive. The Customer Support Engineer (Americas-Northeast) may be required to perform other duties as directed.
Applicants for this position must be legally authorized to work in the United States on a permanent basis without the need for employer sponsorship. Unfortunately, we are unable to consider candidates requiring sponsorship for visas, including but not limited to TN, H1_B, F-1, STEM OPT/CPT, or any other authorization.
Customer Support Engineer Americas Northeast
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