Customer Service Engineer

The Big Picture

As a Customer Service Engineer, you’ll support customers using MLD and RRD products, while also providing service expertise across other Applied Genomics and Life Science solutions. This role covers the MD/VA/DC area, reporting to the Mid-Atlantic Team Leader and partnering closely with internal teams to keep customers operating smoothly.

What's in it for you

• Experience personalized career journeys with growth-oriented development opportunities.

• Engage in purpose-driven work that makes a positive impact on society.

• Be part of a values-driven culture that fosters inclusivity and innovation.

Your Superpowers in Action

• Provide technical customer service for MLD and RRD products, including troubleshooting, diagnostics, and resolution support.

• Support installation, qualification, preventive maintenance, and service activities in the field as needed.

• Translate customer issues into clear, actionable updates for internal teams to drive timely fixes and continuous improvement.

• Travel throughout the MD/DC area and the Philadelphia and greater PA/NJ territory (approximately 80% travel), with some overnight possibilities based on customer needs.

• Maintain accurate service documentation, follow defined processes, and help ensure a high-quality customer experience.

Basic qualifications

• Bachelor's degree in Engineering, Life Sciences, Biomedical Sciences, or STEM Field

• 3+ years of experience in technical customer service, field service engineering, technical support, or a customer-facing service role in a laboratory, life science, or regulated technology environment.

• Troubleshooting skills with the ability to work methodically from customer symptoms to root cause, using documented procedures and tools.

Preferred qualifications

• 3+ years experience supporting Applied Genomics or Life Science instruments and related systems (including service, validation support, or qualification activities).

• Familiarity with service documentation, change tracking, and structured problem-solving approaches used in technical environments.

• 3+ years experience coordinating with cross-functional internal teams (engineering, operations, or technical management) to resolve complex issues.

The pay range for this full-time position is a salary 65,500.00 - 88,000.00 Annual USD. This range reflects the minimum and maximum target for a new hire in this position. The pay offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered.

#LI-MB1