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Technical Service Associate - United States  

Biotage (company)


Posted on : 14 June 2017

Project Description

  • Our company is a global technology-based company that offers a broad range of instrumentation, consumable products, and technical expertise in the areas of Analytical Sample Preparation and Synthetic Organic Chemistry. 
  • Customers include research scientists at pharmaceutical and biotech companies, food and agriculture, personal care, fine chemical companies and scientists at major academic and government life science research centers. 
  • We are seeking a Technical Service Associate to evaluate, diagnose, estimate and execute repairs and confidence testing of company instrumentation. 
  • This position is an important Service Operations team member focusing on repair depot and demo depot execution and workflow. 
  •  At times this position will also provide internally focused technical support for company  field-based employees (Field Service Engineers and Sales Representatives). 

  • Trouble shoot, diagnose, repair and verify operational performance of our company  instruments and related consumables. 
  • Perform quality reviews of company  demonstration equipment for kit contents and operation of equipment. 
  • Perform preventative maintenance procedures on in-house products. 
  • Meet established turn around and productivity targets as defined. 
  • Assist internal and external customers via phone and e-mail. 
  • Collection, data entry and timely reporting of all required information associated with Repair Depot, Demo Depot and Technical Support interactions. 
  • Take personal ownership of customer issues once assigned. 
  • Effectively manage assigned inventory and tools, keeping both well organized and accurately reported. 
  • Professionally represent the organization to achieve a positive image. 
  • Ensure clear and effective communication with both internal and external customers. 
  • Reclaim and refurbish instruments and high value components as assigned. 
  • Occasionally assist warehouse staff with inventory management activities during spikes and/or short staffing issues. 
  • Perform other duties as assigned.  

  • High quality and timely execution of Repair Depot work orders assigned – ensure maximum preparedness by reviewing problem description with customer or TS specialist as necessary, order parts, complete work order and manage the closure including communication with customer when appropriate. 
  • Manage and maintain  demo systems including inspection/QC, system repair, confidence testing and replacement of missing demo kit materials and ensure systems are back in stock and ready for immediate deployment. 
  • Timely and high quality execution of reclamation and refurbishment projects. 
  • Ability to troubleshoot instrumentation in a straight-forward, logical manner. 
  • Orientation to internal and external customer satisfaction. 
  • High-level knowledge on applications and instrumentation. 
  • Ability to communicate technical information to both technical and non-technical individuals.  

  • Associate’s degree in electronics or equivalent from two-year College/University, or equivalent combination of education and experience. 
  • Three or more years of electronic instrument/product repair experience and/or training. 
  • Military service/experience desired.  

  • The employee must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. 
  • Specific vision abilities required by this job include Close vision and Ability to adjust focus. 
  • While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. 
  • The employee is occasionally required to sit and talk or hear. 
  • The employee is required to drive and maintain a valid Driver’s License.  

  • Office environment: the noise level in the work environment is usually moderate. 
  • Occasional travel may be required.