Experienced Customer Service Engineer for Revolutionary Scientific Instrumentation – Providing Exceptional Support for Advanced Microscopy Systems

Welcome to blithequark: Pioneers in Scientific Discovery At blithequark, we are driven by an unwavering passion 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. As a leader in the industry, we are committed 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. As a Customer Service Engineer at blithequark, you will be responsible for managing field repairs and preventative maintenance, conducting diagnostics, and providing service and troubleshooting for hardware issues. Your expertise will be instrumental in ensuring our customers receive exceptional support, enabling them to unlock the full potential of our innovative technology. Key Responsibilities: Travel to customer sites and provide support, installations, repairs, troubleshooting, maintenance, qualifications, and validations for hardware systems, ensuring seamless operation and optimal performance. Identify root causes of hardware system issues and recommend appropriate corrective actions, leveraging your technical expertise to resolve complex problems efficiently. Analyze and review inspection findings to resolve the source of problems, and recommend repair, replacement, or other corrective action for hardware systems, ensuring prompt resolution and minimal downtime. Act as the primary technical point of contact for customer inquiries regarding system components and hardware workflows, providing clear, concise, and timely communication to ensure customer satisfaction. Conduct scheduled maintenance work on hardware systems as directed by the Customer Service Manager, adhering to strict quality standards and ensuring compliance with regulatory requirements. Prepare, maintain, and file accurate repair report documentation in line with internal reporting standards, ensuring transparency and accountability throughout the support process. Manage and update the CRM system to keep service records current, leveraging data to identify trends, optimize support processes, and drive continuous improvement. Collect and relay customer feedback to the Customer Service Manager, contributing to product improvements and informing the development of new features and technologies. Assist in developing an internal knowledge base, including fault-finding, problem-solving guides, FAQs, and work instructions, to enhance the expertise of our support team and improve customer outcomes. Ensure that any likely delays or issues are communicated to the appropriate Team Lead in a timely manner, fostering a culture of transparency, collaboration, and proactive issue resolution. Essential Skills and Qualifications: Bachelor’s Degree in Sciences, Engineering, Electronics, or equivalent practical experience, demonstrating a strong foundation in technical principles and practices. At least 3 years of experience in providing on-site customer support for servicing, operating, repairing, and calibrating hardware products and systems, preferably in the life sciences or biomedical engineering sector. Experience in related life sciences, biomedical engineering, and/or technical customer-facing roles, preferably in optomechanical instrument manufacturing or service, with a deep understanding of the needs and challenges of our customers. Experience managing CRM systems for logging reports, repairs, and hardware-related issues, with proficiency in data analysis and process optimization. Proficient in compiling and analyzing data to present key findings on process efficiency and quality, with a focus on driving continuous improvement and enhancing customer satisfaction. Excellent communication skills, both verbal and written, with the ability to convey technical information clearly to a non-technical audience, ensuring effective collaboration and issue resolution. Familiarity with biomedical instrumentation and laboratory practices related to scientific research (e.g., cell biology, molecular biology, biochemistry, or chemistry) is highly desirable, with a passion for staying up-to-date with the latest advancements and breakthroughs in the field. Preferred Qualifications: Advanced degree in a relevant field, such as a Master’s or Ph.D. in Engineering, Sciences, or a related discipline, demonstrating a commitment to ongoing learning and professional development. Certifications or specialized training in customer support, technical service, or a related field, with a focus on enhancing technical expertise and staying current with industry best practices. Experience working in a multidisciplinary technical team with a focus on customer support, with a proven track record of collaboration, adaptability, and results-driven performance. Proficiency in multiple languages, with the ability to communicate effectively with customers and colleagues from diverse cultural backgrounds, enhancing our global reach and impact. Position Details: This role is a remote position, with the requirement that qualified candidates currently live in the Boston or East Coast area, ensuring proximity to our key customers and stakeholders. 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, with a flexibility to adapt to changing customer needs and priorities. Must be available to travel overnight up to 70%, with occasional weekend work, demonstrating a commitment to delivering exceptional customer support and ensuring seamless operation of our systems. Career Growth and Development At blithequark, we are dedicated to fostering a culture of continuous learning and growth, providing our team members with the opportunities, resources, and support needed to thrive in their careers. As a Customer Service Engineer, you will have access to: Comprehensive training and onboarding programs, ensuring a smooth transition into your new role and providing a solid foundation for success. Ongoing professional development opportunities, including workshops, conferences, and online courses, to enhance your technical expertise and stay current with industry advancements. Mentorship and coaching from experienced professionals, providing guidance, feedback, and support to help you achieve your career goals. Opportunities for career advancement and growth, with a focus on promoting from within and recognizing outstanding performance and contributions. Work Environment and Company Culture At blithequark, we prioritize creating a work environment that is collaborative, inclusive, and supportive, with a focus on fostering a sense of community and belonging among our team members. We offer: A dynamic and innovative work environment, with a focus on creativity, experimentation, and continuous improvement. A culture of transparency, open communication, and feedback, ensuring that every team member has a voice and is empowered to contribute to our mission. A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming, respectful, and inclusive of all backgrounds and perspectives. A range of social and networking events, providing opportunities to connect with colleagues, build relationships, and have fun. Compensation and Benefits At blithequark, we recognize the importance of providing a comprehensive compensation and benefits package that reflects the value and contributions of our team members. We offer: Competitive salary and bonus structure, with a focus on recognizing and rewarding outstanding performance and contributions. Flexible PTO policy, with 11 federal holidays and 4 dedicated wellbeing days, ensuring a healthy work-life balance and time to recharge. 401K plan via ADP, with a focus on supporting long-term financial security and retirement planning. Life insurance, medical, dental, and vision coverage, providing peace of mind and protection for you and your loved ones. Perks at Work program, offering exclusive discounts and deals on everyday items and services, adding value to your life and enhancing your overall wellbeing. 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 for the Customer Service Engineer role at blithequark. Join our pioneering team and be part of our mission to improve our understanding of the details of life, advancing human knowledge and improving lives around the world.