At arenaflex, we're committed to accelerating breakthroughs that create a brighter future for our world. As a leading scientific instrumentation partner, we empower our customers to discover and bring to market exciting new advances that drive human progress. We're now seeking an experienced Customer Support Engineer to join our team in Boston, MA or the surrounding New England area. If you're passionate about delivering exceptional customer experiences and have a strong background in microscopy product installation and support, we'd love to hear from you.
**About arenaflex**
arenaflex is a world-class scientific instrumentation company with a sixty-year history and fourteen Queen's Awards for Enterprise. Our purpose is to accelerate breakthroughs that create a brighter future for our world. We strive to offer the opportunities that will attract, engage, motivate, and develop the very best talent. Our people and culture are vital to our success, and we aim to create an inclusive environment and culture where difference is valued and people are recognized for what they deliver and bring to the team.
**Our Ways of Working**
At arenaflex, we live by five core values that guide our behavior and decision-making:
* We start with the customer: We put our customers at the heart of everything we do.
* We succeed by being focused: We're committed to delivering exceptional results and exceeding customer expectations.
* We make and keep our promises: We're reliable, trustworthy, and committed to our word.
* We work together as one team: We collaborate, communicate, and support each other to achieve our goals.
* We help and trust each other to succeed: We empower each other to grow, learn, and succeed.
**About the Opportunity**
As a Customer Support Engineer, you'll play a critical role in ensuring we offer excellent customer experiences, a key strategic imperative for our business. You'll communicate with customers concerning the status of repair and/or safety issues arising from work on their system, ensure customer satisfaction by establishing a time-based escalation procedure, advise on the availability of arenaflex instrumentation-related options, upgrades, and support contracts, keep customers up to date, and promote a positive image of arenaflex in all communications.
**Key Responsibilities**
As a Customer Support Engineer, you'll be responsible for:
* Installing and ensuring the operation of assigned systems and options to factory performance specifications. Perform basic "user familiarization" training at installations.
* Ensuring the customer is aware at all times of the correct method to obtain basic results, basic safety, and system care.
* Troubleshooting and repairing all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost-effective time frame for arenaflex and for the customer.
* Performing instrument verification in accordance with departmental policies and procedures.
* Ensuring that costs generated by actions undertaken are controlled.
* Ensuring that all resources allocated (e.g., vehicle, tools, test equipment) are maintained in good condition.
* Providing technical support to customers via phone, email, and remote session (Teamviewer).
* Understanding and controlling available resources to achieve customer satisfaction (such as Product Managers).
* Initiating Field Service Reports for each customer visit/repair in order to document instrumental and/or customer problems and the resolution of those problems. Provide data for installations, warranty, and customer/instrument history.
* Submitting in a timely manner all reports, including but not limited to (Installation, Service, Schedule, expenses), and information on recurring or potential problems.
* Providing reports that include information, suggestions, recommendations, and/or modifications to instrumentation, policies, manuals, or concepts.
**About You**
The right candidate will have:
* A degree in a Science or Engineering discipline or 3 years suitable experience servicing and installing Microscopy Systems Microscopy Instrumentation experience and/or Life Science experience.
* Excellent working within a Windows environment and familiarity with Microsoft Office and Computer hardware.
* A sound background in ERP systems, CRM, and Microsoft Suite of products.
* The ability to perform multiple tasks simultaneously.
* A willingness to travel 75% of the time, with occasional overnight, weekend, and international travel.
* Experience conducting customer training on complex technical systems.
**Location and Perks**
The ideal location for this position is in Boston, MA or the surrounding New England area (Maine, New Hampshire, Vermont, Rhode Island, and Connecticut). arenaflex offers a range of benefits, including:
* Generous benefit packages, including competitive health insurance options, a 401k program, and paid time off (PTO).
* Professional development opportunities, including $5,250 available in annual tuition reimbursement after 6 months of service.
* A progressive paid family leave policy.
* A commitment to diversity, equity, and inclusion, with a focus on creating an inclusive environment and culture where difference is valued and people are recognized for what they deliver and bring to the team.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a strong background in microscopy product installation and support, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!