Essential Duties:

• Provide for Biotage instruments and related consumables technical support, troubleshooting, diagnoses, and repairs via phone, email, and onsite, as needed.
• Real time support to front line support for Sales and field Service as needed during Sales Demonstrations or Field Service Repairs.
• Provide cost estimates and generate quotes for trouble shooting and repair services.
• Provide technical training as requested.
• Meet established turn around and productivity targets as defined for calls handled and number of calls solved via phone and e-mail support
• Collection, data entry and timely reporting of all required information associated with Repair Depot, Demo Depot, KPIs and Technical Support interactions.
• Field travel and execution of Field Service Engineer duties from time to time as assigned.
• Effectively manage assigned inventory and tools, keeping both well organized, in good working order and accurately reported.
• Professionally represent the organization to achieve a positive image.
• Ensure clear and effective communication with both internal and external customers.
• Reclaim parts and other components and refurbish instruments and high value components as assigned.
• Perform other duties as assigned

Education and Experience

• Two or four-degree: Technical, Engineering, and other related fields or equivalent combination of education and experience preferred.

• Military service a plus.

• Strong organization, technical, planning, communication (oral & written) and customer service skills

• 1-2 years’ experience in an assignment working with biotechnical instrumentation and analytical process instrumentation systems a strong plus.
• 1-2 years’ experience working with Salesforce, ServiceMax, CRM, ERP, Dynamic 360, or any other service reporting application/system a strong plus.

• Office environment: the noise level in the work environment is usually moderate.
• While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts; fumes or airborne particles; toxic or caustic chemicals and risk of electrical shock.  The noise level in the work environment is usually moderate.