Customer Service Engineer

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

**Our Field Service Engineering team is looking for a new talent, starting at the earliest possible time as Customer Service Engineer (M/F/d) onsite at one of our customer sites in Paris Greater Area.**

**location: onsite at customer facility in Paris Greater Area**

**fulltime role**

**permanent position**

**How You Will Add Value**

The Customer Support Engineer (or “Field Service Engineer”) performs basic/ routine customer support activities, such as installation, modification, repair and preventive maintenance of Azenta´s equipment and systems at customer sites. He is responsible for solving customer problems at the respective customer location/ region with the necessary discretion and good judgment.

You will have the opportunity to work with exciting technology, such as warehouse robots/ robotic systems/ linear robot systems, especially in cold environments. Furthermore, you will be responsible for a great variety of other life sciences tools: from sealers to piercers to cryogenic systems and pneumatics.

**What You Will Do**
- Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.
- Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.
- Serves as company liaison with customers on administrative and technical matters for assigned projects.
- Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
- Including any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.
- Works under limited supervision on assignments that require a comprehensive knowledge of the discipline.
- Being responsible for a business activity, or lead small projects, assume several components of a larger project or program, or complex portion of a large project/program.
- May assist and/or provide limited supervision to more junior staff members.
- Developing resolutions to diverse and complex problems very often requiring creativity.
- Exercises judgment using generally defined practices and policies in selecting methods and techniques for arriving at solutions.
- May represent the organization on projects and interface with customers.
- Impact of errors may have implications requiring significant expenditure of resources to correct and/or achieve project goals.
- Install, modify, repair, conduct preventive diagnosis and perform maintenance on the software and hardware of the equipment and systems.
- Interface with customers to ensure contract Service Level Agreements.
- Adopt “Proof of Concept” for both customer and internal Azenta Management.
- Provide system performance summaries about number of system events (weekly, monthly, and rolling), issue pareto analysis, and root cause / corrective actions.
- Assist with sample migration (initial transfer from old format to new format and load into customer Store).

**What You’ll Bring**
- Successful completed vocational training as electrical or mechanical technician.
- Associate of Science (AS) degree, technical certificate or equivalent would be a benefit.
- Strong Electrical & Mechanical background.
- Minimum of 3 years of related experience in a similar role in the life sciences environment.
- Excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause of an outage.
- Experience in working with sample storage solutions would be a benefit.
- Personal strengths:

- Excellent communication skills with the ability to interface effectively with customers and peers.
- Ability to handle problems independently and implement corrective action.
- make independent decisions based upon the priority of the problem in relation to business needs.
- Proficient with use of a PC, Windows, and DOS based Operating Systems. Oracle experience highly beneficial. 
- Readiness for frequent travel nationally and