Customer Support Engineer On-Site (West Point, PA)

Azenta Inc. is hiring an on-site Customer Support Engineer to install, repair, modify, and maintain equipment and systems at a customer site. The role supports customer satisfaction and service agreements, troubleshoots equipment issues, reports system performance, and assists with sample migration.

Responsibilities:

• Install, modify, repair, conduct preventive diagnosis, and perform maintenance on the software and hardware of the equipment and systems while adhering to Azenta's policies, procedures and work direction of supervisor or shift/site lead
• Interface with customers to ensure contract SLA & customer satisfaction levels are maintained with terms of the service agreement/provision
• Maintain a safe and clean working environment by conforming at all times to Azenta's and customer’s work protocols and policies
• Attain Equipment Service and Operation Certification on equipment and systems as defined
• Submit reports, such as Service and Status Reports, on all support activities as defined and required
• Productively react to changing priorities such as Tool or Line down and escalations and support organizational and administrative duties
• Adopt PoC for both customer and internal Azenta Management
• Provide weekly system performance summaries that reports number of system events (weekly, monthly, and rolling), issue pareto analysis, and root cause / corrective actions
• Additional KPI measurement requests throughout the contract period will be considered
• Assist with sample migration (initial transfer from old format to new format and load into customer Store)

Requirements:

• Associate of Science (AS) degree, technical certificate or equivalent experience is required
• A minimum of 5 years related work experience or military technical training is required
• Strong Electrical & Mechanical background
• 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 have a valid driver's license, good driving record, reliable mode of transportation and able to obtain a valid passport for the term of employment
• Must be proficient with use of a PC, Windows, and DOS based Operating Systems
• 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
• Oracle experience highly beneficial