Customer Service Engineer
Job Summary
Job Description
At ONI, the mission is to accelerate scientific discovery and combat diseases by enabling visualization, comprehension, and sharing of life's intricate microscopic details. The revolutionary Nanoimager advances cellular studies at a molecular level. This role is for an enthusiastic Customer Service Engineer to support both internal and external customers, focusing on hardware, specifically the Nanoimager. Responsibilities include managing field repairs, preventative maintenance, conducting diagnostics, and providing service and troubleshooting for hardware issues. The engineer will travel to customer sites for installations, repairs, maintenance, qualifications, and validations. They will also identify root causes of issues, analyze findings, and recommend corrective actions. Key duties involve acting as the primary technical contact for customer inquiries, performing scheduled maintenance, preparing repair reports, managing the CRM system, collecting customer feedback for product improvements, and assisting in developing an internal knowledge base.
Must have:
- Bachelor’s Degree in Sciences, Engineering, Electronics, or equivalent.
- At least 3 years of experience in on-site customer support for hardware.
- Experience managing CRM systems for logging reports and repairs.
- Proficient in data analysis for process efficiency and quality.
- Excellent verbal and written communication skills.
Good to have:
- Experience in life sciences, biomedical engineering, or technical customer-facing roles.
- Experience in optomechanical instrument manufacturing or service.
- Familiarity with biomedical instrumentation and laboratory practices.
Perks:
- Competitive Compensation
- Flex PTO
- 11 federal holidays
- 4 dedicated wellbeing days
- 401K via ADP
- Life Insurance
- Medical
- Dental
- Vision
- Perks at Work
2 skills required
Job Details
At ONI, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualize, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge.
We dedicate ourselves to broadening the realms of human potential, and we are actively seeking an enthusiastic and devoted Customer Service Engineer to join our pioneering team. This role will own both internal and external customer support focused on hardware, specifically our Nanoimager, a benchtop super-resolution microscope. This includes managing field repairs and preventative maintenance, conducting diagnostics, and providing service and troubleshooting for hardware issues.
Your Role at ONI:
- Travel to customer sites and provide support, installations, repairs, troubleshooting, maintenance, qualifications, and validations for hardware systems.
- Identify root causes of hardware system issues and recommend appropriate corrective actions.
- Analyze and review inspection findings to resolve source of problem, and recommend repair, replacement, or other corrective action for hardware systems.
- Act as the primary technical point of contact for customer inquiries regarding system components and hardware workflows.
- Conduct scheduled maintenance work on hardware systems as directed by the Customer Service Manager.
- Prepare, maintain and file accurate repair report documentation in line with internal reporting standards.
- Manage and update the CRM system to keep service records current.
- Collect and relay customer feedback to the Customer Service Manager, contributing to product improvements.
- Assist in developing an internal knowledge base including fault finding, problem-solving guides, FAQs, and work instructions.
- Ensure that any likely delays or issues are communicated to the appropriate Team Lead in a timely manner.
Required Skills and Qualifications:
- Bachelor’s Degree in Sciences, Engineering, Electronics, or equivalent practical experience.
- At least 3 years of experience in providing on-site customer support for servicing, operating, repairing, and calibrating hardware products and systems.
- Experience in related life sciences, biomedical engineering and/or technical customer-facing roles, preferably in optomechanical instrument manufacturing or service.
- Experience managing CRM systems for logging reports, repairs, and hardware-related issues.
- Proficient in compiling and analyzing data to present key findings on process efficiency and quality.Experience working in a multidisciplinary technical team with a focus on customer support.
- Familiarity with biomedical instrumentation and laboratory practices related to scientific research (e.g., cell biology, molecular biology, biochemistry, or chemistry) is desired.
- Excellent communication skills, both verbal and written, with the ability to convey technical information clearly to a non-technical audience.
Position Details:
- This role is a remote position. Qualified candidates must currently live in the Boston or East Coast area.
- Must be willing to travel on a routine basis, possess a valid driver's license, and maintain a current Passport as required for international travel.
- Must be available to travel overnight up to 70%, with occasional weekend work.
At ONI, we understand that a fulfilling career involves more than just challenging work - it's about enjoying a well-rounded experience. When you become a part of our team, you not only contribute to groundbreaking research but also enjoy a range of benefits designed to enhance your life both inside and outside the workplace.
As an equal opportunity employer, we prioritize fairness and respect, ensuring every team member thrives regardless of their background. But that's not all - our perks include:
Competitive Compensation We recognize and reward your talent. Enjoy a competitive salary that reflects your expertise and contributions, ensuring your hard work is recognized.
Flex PTO plus 11 federal holidays and 4 dedicated wellbeing days.
401K via ADP
Life Insurance
Medical
Dental
Vision
Perks at Work: Enjoy exclusive discounts and deals through our perks at work program, adding value to your everyday life.
If you are driven by innovation, eager to make a significant impact in the realm of scientific and medical research, and possess the skills and passion we are looking for, we invite you to apply and be a part of our mission to improve our understanding of the details of life.
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