Job Description
At arenaflex, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualize, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge. We dedicate ourselves to broadening the realms of human potential, and we are actively seeking an enthusiastic and devoted Customer Service Engineer to join our pioneering team. This role will own both internal and external customer support focused on hardware, specifically our Nanoimager, a benchtop super-resolution microscope. This includes managing field repairs and preventative maintenance, conducting diagnostics, and providing service and troubleshooting for hardware issues. ### Your Role at arenaflex As a Customer Service Engineer at arenaflex, you will be responsible for: * Traveling to customer sites and providing support, installations, repairs, troubleshooting, maintenance, qualifications, and validations for hardware systems. * Identifying root causes of hardware system issues and recommending appropriate corrective actions. * Analyzing and reviewing inspection findings to resolve the source of the problem, and recommending repair, replacement, or other corrective action for hardware systems. * Acting as the primary technical point of contact for customer inquiries regarding system components and hardware workflows. * Conducting scheduled maintenance work on hardware systems as directed by the Customer Service Manager. * Preparing, maintaining, and filing accurate repair report documentation in line with internal reporting standards. * Managing and updating the CRM system to keep service records current. * Collecting and relaying customer feedback to the Customer Service Manager, contributing to product improvements. * Assisting in developing an internal knowledge base including fault finding, problem-solving guides, FAQs, and work instructions. * Ensuring that any likely delays or issues are communicated to the appropriate Team Lead in a timely manner. ### Required Skills and Qualifications To succeed in this role, you will need: * A Bachelor's Degree in Sciences, Engineering, Electronics, or equivalent practical experience. * At least 3 years of experience in providing on-site customer support for servicing, operating, repairing, and calibrating hardware products and systems. * Experience in related life sciences, biomedical engineering, and/or technical customer-facing roles, preferably in optomechanical instrument manufacturing or service. * Experience managing CRM systems for logging reports, repairs, and hardware-related issues. * Proficient in compiling and analyzing data to present key findings on process efficiency and quality. * Experience working in a multidisciplinary technical team with a focus on customer support. * Familiarity with biomedical instrumentation and laboratory practices related to scientific research (e.g., cell biology, molecular biology, biochemistry, or chemistry) is desired. * Excellent communication skills, both verbal and written, with the ability to convey technical information clearly to a non-technical audience. ### Position Details This role is a remote position, and qualified candidates must currently live in the Boston or East Coast area. You must be willing to travel on a routine basis, possess a valid driver's license, and maintain a current Passport as required for international travel. You must also be available to travel overnight up to 70%, with occasional weekend work. ### Work Environment and Company Culture At arenaflex, we understand that a fulfilling career involves more than just challenging work - it's about enjoying a well-rounded experience. When you become a part of our team, you not only contribute to groundbreaking research but also enjoy a range of benefits designed to enhance your life both inside and outside the workplace. As an equal opportunity employer, we prioritize fairness and respect, ensuring every team member thrives regardless of their background. Our perks include: * Competitive Compensation: We recognize and reward your talent. Enjoy a competitive salary that reflects your expertise and contributions, ensuring your hard work is recognized. * Flex PTO: plus 11 federal holidays and 4 dedicated wellbeing days. * 401K: via ADP * Life Insurance * Medical * Dental * Vision * Perks at Work: Enjoy exclusive discounts and deals through our perks at work program, adding value to your everyday life. ### Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to helping you grow and develop your skills. You will have access to: * Ongoing training and development opportunities to enhance your technical skills and knowledge. * Mentorship from experienced colleagues who will guide and support you in your role. * Opportunities to work on high-profile projects and contribute to groundbreaking research. * A dynamic and collaborative work environment that encourages innovation and creativity. ### Compensation, Perks, and Benefits We offer a competitive compensation package, including: * A salary that reflects your expertise and contributions. * A comprehensive benefits package, including medical, dental, and vision insurance. * A 401K plan with company match. * Life insurance and disability insurance. * Flexible PTO and holidays. * Perks at Work program with exclusive discounts and deals. If you are driven by innovation, eager to make a significant impact in the realm of scientific and medical research, and possess the skills and passion we are looking for, we invite you to apply and be a part of our mission to improve our understanding of the details of life. ### How to Apply If you are a motivated and dedicated individual who is passionate about customer service and hardware support, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job