Job Opening

The Technical Support Specialist provides customer service, predominately from our Boston office, but also in the field. Primary activities include customer site installations, preventative maintenance visits, user training, and customer troubleshooting, both on-site as well as through remote sessions. A key focus is on achieving high proficiency in MetaSystems instruments and software.

Position Obligations:

• Full-Time
• In Office
• Travel required (approx. 50 %)
• Boston-based position

Essential Duties & Responsibilities:

• Perform simple installations alone or in a team at the customer site
• Provide customer support on-site or through remote access
• Visit selected customers to perform preventative maintenance on instruments and re-train users
• Be available for customer inquiries, complaints, and follow-ups by phone or e-mail
• Pack and ship components and systems to customers and trade fairs
• Document customer interactions in ERP and update device history records, as required in our QMS
• Assist in system configuration and testing
• Able to perform basic user training on MetaSystems products
• Repair non-conforming components (internal cases)
• Support QM programs and certification efforts. Also, meet company deadlines for expense report submission

Required Skills & Qualifications:

• Good technical understanding of MetaSystems products and services
• Highly detail-oriented
• Excellent communication and organizational skills
• Self-motivated to intensify knowledge and expertise
• Works well under time constraints and communicates clearly and diplomatically with customers
• Knowledge of Office Software suite, NetSuite, and other business operation software
• Flexible team player, quick learner

Required / Desired Education & Experience:

• Bachelor’s degree in Life Sciences, Biology, Engineering, or Computer Science
• At least one year of experience in a similar field with customer service and support field
• Hands-on experience in Microscopy and/or life sciences laboratory
• Familiarity with quality management systems and procedures
• Any microbiology or veterinary experience is a plus