Technical Support Engineer

Azenta Inc.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.
All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity

Job TitleTechnical Support Engineer

Job Description

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 Manchester facility supporting customers with their automated stores.

What You’ll Do

• Manage incoming technical customer issues/queries.  Resolve by troubleshooting, triaging and customer engagement.
• Proactively managing open incidents, working with various Azenta teams to gain the fastest resolution based on incident SLA.
• Providing remote support and fixes.
• Provide telephone technical support via the technical helpline.
• Contribute documentation to the internal knowledge base, ensuring the proper documentation exists for common, recurring issues.
• Troubleshooting - primarily repairing and debugging complex electro/mechanical equipment, with some requirement to diagnose computer complex software / networked and wireless systems issues.
• Work closely with the engineering teams to ensure a comprehensive understanding of Azenta products.
• Based on analysis of the current system/ performances provides recommendations on current + future technical / project focus areas for the wider service team / Community of Specialists with the goal of driving improved system performances and customer satisfaction on the assigned platform
• Create 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.
• Escalate unresolved issues to the appropriate internal teams, ensuring proper communication between all parties until issues are fully resolved.
• Act as the primary point of contact for technical support needs, keeping track of requests, follow-up, and deadlines.
• Manage and enhance the technical support process from end to end, minimizing the use of internal engineering while maximizing client satisfaction.
• Ensure a high standard of communication between all stakeholders throughout the support and resolution process.
• Collaborate closely with internal stakeholders to solve complex technical issues or requests.
• Repair of customer instruments either in field, in-house or remotely.
• Allocating resources. (Parts, hours, Field Service Engineers)

What you will Bring

• Over four (4) years of direct service experience gained in customer service/field service-based environment.
• Mechanical / Electrical engineering qualifications or relevant work experience preferably with automation.
• 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.
• Experienced in use of Salesforce.com, Oracle, and MS Office product suite (preferred).
• Additional languages are beneficial.
• Problem-solving ability.
• Issue management.
• Great communication skills.

Working Conditions/ Schedule

• May be asked to travel occasionally (anticipated to be around 20%)
• Work schedule is to align with customer needs. 
• Hybrid schedule: onsite M, T, Th

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email at [email protected] for assistance. 

Azenta is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.