Technical Support Engineer - EMEA

Essential Functions and Responsibilities:

• Provide frontline technical customer support for customer inquiries and system issues via phone and email
• Manage Instrument and software related customer issues with internal and external support teams to drive issue resolution
• Triage general customer complaints and delineate applications vs software vs hardware issues
• Partner closely with regional and global field service and field applications teams to quickly diagnose and address customer end-to-end workflow issues
• Contribute to the development of instrument troubleshooting methods and tools
• Respond to customer end-to-end workflow inquiries as part of pre-sales support
• Utilize service CRM software to dispatch and accurately document work in a timely manner
• Influence and contribute to customer success initiatives through improvements to KPIs (Complaint Rate, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement Rate, etc.)
• Identify and contribute to group continuous improvement initiatives
• Intake and triage distribution partner support escalations and inquiries
• Maintain changes to knowledge databases, website, and other company-managed technical information
• Provide instrumentation and software feedback to R&D and product quality teams to develop continuous improvement on existing platforms and influence development of future products
• Display professionalism, understanding, tact, and technical knowledge in all customer interactions
• Interface with internal R&D project teams to develop tech support centric collateral for new product and product extensions

Education and Experience:

• Bachelor’s degree Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or related field (High School Diploma required, Bachelors preferred)
• Minimum 2 years of experience with customer support and/or in biotech industry
• Experience working with instrumentation with optics, microfluidics, and electromechanical systems is required
• Hands on instrument experience with NGS technologies, including library preparation, sequencing, and data analysis a plus
• NGS run performance troubleshooting is a plus
• Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations
• Ability to develop automated troubleshooting tools is a plus
• Experience with customer network setup for both pre and post sales support a plus
• Proven experience in experimental design, data interpretation, and scientific documentation
• Excellent verbal and written communications skills
• Must have good technical writing abilities
• Must be flexible