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

At arenaflex, we're dedicated to accelerating breakthroughs that create a brighter future for our world. As a leading scientific instrumentation partner, we empower our customers to discover and bring to market exciting new advances that drive human progress. Our people and culture are vital to our success, and we strive to offer the opportunities that will attract, engage, motivate, and develop the very best talent. We're part of the wider arenaflex Group, which includes Andor Technology, Materials Analysis, Plasma Technology, and X-Ray Technology. With a sixty-year history and fourteen Queen's Awards for Enterprise, our world-class products and technologies are helping our customers address the greatest challenges of the 21st century. As a Customer Support Engineer at arenaflex, you'll play a critical role in ensuring we offer excellent customer experiences, a key strategic imperative for our business. You'll communicate with customers concerning the status of repair and/or safety issues arising from work on their system, ensure customer satisfaction by establishing a time-based escalation procedure, advise on the availability of arenaflex instrumentation-related options, upgrades, and support contracts, and keep customers up to date and promote a positive image of arenaflex in all communications.

Key Responsibilities:

* Install, and ensure the operation of assigned systems and options to factory performance specifications. Perform Basic “User Familiarization” Training at installations.

• Ensure the customer is aware at all times of the correct method to obtain basic results, basic safety, and system care.
• Troubleshoot and repair all assigned systems to the appropriate level, ensuring that the system is returned to full operation in accordance with its performance specification and within a cost-effective time frame for arenaflex and for the customer.
• Perform instrument verification in accordance with departmental policies and procedures.
• Ensure that costs generated by actions undertaken are controlled.
• Ensure that all resources allocated (e.g., vehicle, tools, test equipment) are maintained in good condition.
• Provide technical support to customers via phone, email, and remote session (Teamviewer).
• Understand and control available resources to achieve customer satisfaction (such as Product Managers).
• Initiate Field Service Reports for each customer visit/repair in order to document instrumental and/or customer problems and the resolution of those problems. Provide data for installations, warranty, and customer/instrument history.
• Submit in a timely manner all reports, including but not limited to (Installation, Service, Schedule, expenses) and information on recurring or potential problems.
• Provide reports which include information, suggestions, recommendations, and/or modifications to instrumentation, policies, manuals, or concepts.

About YOU:

The right candidate will have a degree in a Science or Engineering discipline or 3 years suitable experience servicing and installing Microscopy Systems. You'll excel with working within a Windows environment and familiar with Microsoft Office and Computer hardware. A sound background in ERP systems, CRM, and Microsoft Suite of products is also essential. You'll be able to perform multiple tasks simultaneously, willing to travel 75% of the time, with occasional overnight, weekend, and international travel. Experience conducting customer training on complex technical systems is also desirable.

Work Environment and Company Culture:

As a Customer Support Engineer at arenaflex, you'll be part of a dynamic and collaborative team that's passionate about delivering exceptional customer experiences. You'll work closely with local sales representatives and agents to promote future sales, while understanding and maintaining customer satisfaction. Our company culture is built on five core values:

• 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

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to supporting your professional development and growth. You'll have access to a range of training programs, including on-the-job training, classroom training, and online courses. You'll also have the opportunity to work on complex technical projects, collaborate with cross-functional teams, and contribute to the development of new products and services.

Compensation, Perks, and Benefits:

We offer a competitive salary and benefits package, including:

• Generous benefit packages, including Medical, Dental, and Vision plans
• 401k program with options for saving both pre- and post-tax dollars for retirement
• Paid Time Off (PTO) and holidays
• Progressive paid family leave policy
• Professional Development opportunities, including $5,250 available in annual tuition reimbursement after 6 months of service

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunities 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