Experienced Customer Service Engineer for Revolutionary Scientific Equipment – Providing Technical Support and Maintenance for Advanced Microscopy Systems

Welcome to blithequark: Pioneers in Scientific Discovery At blithequark, 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. About the Role 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. As a Customer Service Engineer at blithequark, you will be the primary technical point of contact for customer inquiries regarding system components and hardware workflows, ensuring that our customers receive the best possible support and service. Key Responsibilities: 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: To be successful in this role, you will need: 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, and qualified candidates must currently live in the Boston or East Coast area. You 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. You must be available to travel overnight up to 70%, with occasional weekend work. Why Join blithequark? At blithequark, 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. Benefits and Perks: 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. Career Growth and Development: At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development opportunities, including workshops, conferences, and online courses. Our goal is to help you build the skills and knowledge you need to succeed in your role and advance in your career. Work Environment and Company Culture: Our work environment is dynamic and collaborative, with a focus on innovation and teamwork. We believe in fostering a culture of respect, inclusivity, and open communication, where every employee feels valued and supported. Our team is passionate about making a difference in the world, and we are committed to creating a positive impact through our work. Conclusion: 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. Join our team of dedicated professionals and contribute to the development of revolutionary scientific equipment that is changing the world. Apply now to become a part of the blithequark team and start your journey towards a rewarding and challenging career.