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.
How You’ll Add Value…
The Technical Support and Depot Repair Engineer oversees the technical operations of a repair center, ensuring efficient diagnosis, troubleshooting, and repair of complex life sciences equipment and systems. They manage repair workflows, coordinate logistics, and implement corrective actions to improve product reliability and service efficiency. The Depot Support Engineer will support the Technical Support Engineers in ensuring customers get their equipment received, repaired and returned with high quality standards. The DSE responsibilities include coordination of problem-solving efforts between customers and field service personnel, investigation, and analysis of product problems. They recommend and implement proposed solutions to resolve reported problems and/or escalate to appropriate parties.
Working location: Billerica, MA
What You’ll Do…
Leading depot repair activities, ensuring timely and high-quality repairs of mechanical, electrical, and software-based systems.
Manage incoming technical customer issues/queries. Resolve by troubleshooting, triaging and customer engagement
Troubleshooting - primarily repairing and debugging complex electro/mechanical equipment, with some requirement to diagnose computer complex software / networked and wireless systems issues.
Providing remote support and fixes.
Work independently and as part of a team, to prioritize issue resolution.
Managing inventory of spare parts.
Managing the calibration process of service tools.
Documenting repair data and recommending process improvements.
Providing technical guidance and training to repair technicians and support staff.
Proactively managing open incidents, working with various Azenta teams to gain the fastest resolution based on incident Service Level Agreement.
Developing and optimizing repair processes, test procedures, and troubleshooting guidelines.
Contribute to creation of service-related documentation, including Installation, Service & Preventative Maintenance manuals, Troubleshooting Guides, Checklists and Recommended Spares List.
Based on analysis of the current system/ performance provides recommendations on current + future technical / project focus areas for the wider service team / Community of Specialists with the goal of driving improved system performance and customer satisfaction on the assigned platform.
Escalate unresolved issues to the appropriate internal teams, ensuring proper communication between all parties until issues are fully resolved.
Ensure a high standard of communication between all stakeholders throughout the support and resolution process.
What you will Bring…
Over four (4) years of direct service or manufacturing experience or equivalent.
Mechanical / Electrical engineering qualifications or relevant work experience preferably with automation.
Proven experience to successfully troubleshoot and repair electromechanical systems.
Ability to work well under pressure, manage time, multi-task and prioritize.
Self-motivated and able to work both independently and within a team.
Experienced in use of Salesforce.com, Oracle, and MS Office product suite (preferred).
Problem-solving ability, Great communication skills.
Good understanding of electrical drawings, technical documentation and hand tools like multimeters and torque wrenches.
Working Conditions/ Schedule
Must be able to lift up to 50 pounds
Occasional travel, including international
EOE M/F/Disabled/VET