Experienced Full Stack Customer Support Engineer – Microscopy Product Installation and Technical Support

At arenaflex, we're passionate about accelerating breakthroughs that create a brighter future for our world. Our technology and scientific expertise enable our customers to discover and bring to market exciting new advances that drive human progress. We're seeking an experienced and skilled Full Stack Customer Support Engineer to join our Microscopy Product Installation and Technical Support team in Boston, MA or the surrounding New England area.

About arenaflex

arenaflex is a leading scientific instrumentation company with a rich history spanning over 60 years. We've earned 14 Queen's Awards for Enterprise and have a reputation for delivering world-class products and technologies that help our customers address the greatest challenges of the 21st century. Our people and culture are vital to our success, and we strive to create an inclusive environment 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 a set of core values that guide our behavior and decision-making:

• We start with the customer
• We succeed by being focused
• We make and keep our promises
• We work together as one team
• We help and trust each other to succeed

About the Opportunity

We're looking for a highly skilled and experienced Full Stack Customer Support Engineer to join our Microscopy Product Installation and Technical Support team. As a key member of our team, you'll be responsible for ensuring excellent customer experiences, communicating with customers about repair and safety issues, and promoting a positive image of arenaflex in all communications. You'll work closely with local sales representatives and agents to promote future sales while maintaining customer satisfaction.

Key Responsibilities

As a Full Stack Customer Support Engineer, you'll be responsible for:

• Installing and ensuring the operation of assigned systems and options to factory performance specifications
• Performing basic "user familiarization" training at installations
• Ensuring customers are aware of the correct method to obtain basic results, basic safety, and system care
• Troubleshooting and repairing all assigned systems to the appropriate level, ensuring the system is returned to full operation in accordance with its performance specification and within a cost-effective time frame for arenaflex and the customer
• Performing instrument verification in accordance with departmental policies and procedures
• Ensuring costs generated by actions undertaken are controlled
• Providing technical support to customers via phone, email, and remote session (Teamviewer)
• Understanding and controlling available resources to achieve customer satisfaction
• Initiating Field Service Reports for each customer visit/repair to document instrumental and/or customer problems and the resolution of those problems
• Submitting reports in a timely manner, 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 ideal candidate will have:

• A degree in a Science or Engineering discipline or 3 years of suitable experience servicing and installing Microscopy Systems
• Microscopy Instrumentation experience and/or Life Science experience
• Excellent working knowledge of Windows environment and Microsoft Office
• Familiarity with ERP systems, CRM, and Microsoft Suite of products
• Ability to perform multiple tasks simultaneously
• Willingness to travel 75% of the time, with occasional overnight, weekend, and international travel
• Experience conducting customer training on complex technical systems

Perks and Benefits

As an arenaflex employee, you'll enjoy:

• Generous benefit packages, including competitive health insurance options, 401k program, and paid time off
• Professional development opportunities, including $5,250 available in annual tuition reimbursement after 6 months of service
• A positive and inclusive work environment that values diversity and recognizes individual contributions
• Opportunities for career growth and advancement in a dynamic and innovative company

How to Apply

If you're a motivated and experienced Full Stack Customer Support Engineer looking for a new challenge, please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. arenaflex is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact Human Resources at [insert contact information]. Apply for this job