Customer Support Engineer - Laser Diffraction & Particle Characterization InstrumentsLocation: CaliforniaAbout the RoleAre you passionate about advanced technology and delivering exceptional customer experiences? Do you enjoy combining your technical expertise with customer-facing problem-solving? Join our Service Team as a
Customer Support Engineer, where you'll be responsible for the installation, maintenance, troubleshooting, and repair of Malvern Panalytical's industry-leading analytical instrumentation.
In this role, you will primarily support our
Zetasizer and
Mastersizer product lines, making previous experience with
laser-based analytical instrumentation highly desirable. You will serve as a trusted technical partner to customers, ensuring optimal instrument performance while building strong customer relationships.
Responsibilities:- Install analytical instrumentation from delivery through final customer sign-off.
- Perform preventative maintenance, repairs, upgrades, and troubleshooting on complex scientific and analytical equipment.
- Diagnose and resolve instrumentation issues both remotely and on-site.
- Respond to customer inquiries within established service response guidelines.
- Maintain strong customer relationships through proactive communication and excellent service delivery.
- Escalate technical issues using established escalation procedures when required.
- Accurately complete and submit service reports, maintenance records, and other electronic documentation.
- Process parts returns and repairs in accordance with company policies and procedures.
- Keep customers informed regarding service progress and open issues.
- Manage assigned customer accounts with minimal supervision.
- Collaborate with colleagues across the district and support service activities as needed.
- Maintain service manuals, technical documentation, and product knowledge.
- Perform all activities in accordance with applicable quality standards, ISO requirements, and company policies.
- Safely lift and transport equipment and materials up to 50 lbs.
Qualifications:- 3 to 5 years of experience in electronics, electro-mechanical systems, scientific instrumentation, or a related technical field.
- Hands-on experience troubleshooting, repairing, and maintaining complex instrumentation.
- Experience supporting laser-based analytical instrumentation, particle characterization systems, or similar technologies.
- Strong technical aptitude with the ability to diagnose and resolve equipment issues independently.
- Excellent customer service, communication, and relationship-building skills.
- Ability to understand customer needs and provide effective technical solutions.
- Strong organizational skills with the ability to manage multiple priorities.
- Valid driver's license and ability to travel extensively (approximately 80%)
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