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Join Tecan! Join the market leader!
Work in an international and dynamic environment, share our success!

Do you want to make a significant difference in how the world is looking tomorrow and contribute to the innovation of state-of-the-art, cutting-edge technology products?

Then look no further and join our Product Support Team in San Jose, California

Support Engineer

Reference # 021-522

What you will do

Under minimal supervision, responds to customer product inquiries verbally and in writing.  Resolves customer concerns reported during installation or operation of Tecan Systems’ products.  Responds to customer application, compatibility inquiries, and hardware related issues.  Troubleshoots hardware or software problems and recommends corrective action.  Provides technical/hardware support to Tecan personnel.  Must have thorough knowledge of all Tecan Systems’ products.  Provides exceptional customer service.

 

Responsibilities will include

  • Provide technical/hardware support to customers and Tecan personnel for all Tecan Systems’ products. 

 

  • Travel to customer sites as needed to provide support for technical/hardware problems or integration assistance and build great customer relationships.

 

  • Troubleshoot electromechanical hardware for liquid handling products.

 

  • Literacy for engineering documentation such as schematics, diagrams, and drawings.

 

  • Conduct technical investigations for technical problems by conducting the appropriate testing and/or coordinate among internal and external experts to reach a resolution.

 

    • Document results of investigation by completing investigative summaries and/or failure analysis reports.

 

  • Support Service organization with regards to service manuals, internal trainings, and support of fixtures.

 

  • Lead customer meetings related to escalated issues. Act as point of contact throughout notification process.

 

  • Support service organizations globally related to refurbishment manuals and troubleshooting complaints.

 

  • Provide input on specifications or manuals for new or updated products as requested.

 

  • Prepare and conduct product training for customers and Tecan personnel on existing and new products.

 

  • Maintain web-based Knowledge Base for technical support/hardware issues and general product information.

 

  • Achieve timelines for customer responsiveness targets.

 

  • Recognize and analyze trends, and work directly with Quality Engineers, Manufacturing Engineers and R & D to improve the product lines.

 

  • Escalate highly complex or high priority issues to members of the Quality, R&D and/or the Senior Management team.

 

  • Report design, reliability problems or bugs to the R&D team.

 

  • Complaint Investigation Team member.

 

  • Ensure all verbal and written customer complaints are entered into complaint database.

 

What you bring along

  • BS degree in  mechanical, electrical, bioengineering or scientific field, plus 2 years of experience in a customer support position, preferably supporting laboratory equipment.
  • Knowledge of research laboratory procedures and applications, such as those used in biochemistry, genetics and proteomics.
  • Excellent written and verbal communication skills.
  • Proficient in Microsoft Office programs, SAP, and CRM.
  • Potential travel of 15%.

What you will get

  • Comprehensive Compensation and Benefits package
  • Progressive employment conditions
  • Exciting career opportunities
  • Wide range of training courses
  • Strong company culture with rich history

 

Look no further and apply now!

Join Tecan, a great place to work! Read about our recent certification from Great Place to Work.

 

We are looking forward to receiving your application online. Please submit your resume (w/o picture and w/o cover letter, reference letters and diplomas are optional).

 

We will only consider applications that fully meet our requirements.

 

 

Tecan is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability.

 

#lifescience #healthcare #automation #medicaldevice #biology #productsupport #technicalservicerepresentative

 

 

Every lab. Every day. Empowered.
Our vision is to empower every laboratory, every day, around the world with Tecan technology, products and support. We will help to shape the future of automated workflows in life sciences and clinical diagnostics through unrivaled expertise, products and customer support.

We care about our culture.
Our values – trust, highest standards and ambition – are the cornerstones of our business, and give us the framework for the Tecan culture. We foster a positive and empowering environment, which allows us to bring our passion and energy to work. This helps us to deliver on our customer promise – ‘Always there for you’.

Legal entity:  Tecan Systems, Inc.
City:  San Jose, CA
Country:  US


Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto