Technical Support and Depot Repair Engineer - Billerica, MA

Technical Support and Depot Repair Engineer - Billerica, MA

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At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer‑focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity.

As a Technical Support and Depot Repair Engineer, you will oversee repair center operations, ensuring efficient diagnosis, troubleshooting, and repair of complex life sciences equipment. You will manage workflows, coordinate logistics, and implement actions to enhance product reliability and service efficiency. You will also support Technical Support Engineers, coordinate problem‑solving between customers and field teams, investigate product issues, and drive or escrow effective solutions.

• Lead depot repair activities, ensuring timely, high‑quality repairs of mechanical, electrical, and software‐based systems.
• Manage and resolve incoming customer issues through troubleshooting, triage, and direct engagement.
• Diagnose and repair complex electro‑mechanical equipment, including software, network, and wireless system issues.
• Provide remote technical support and fixes.
• Work independently and collaboratively to prioritize issue resolution.
• Manage spare parts inventory and calibration of service tools.
• Document repair data and recommend process improvements.
• Provide technical guidance and training to repair technicians and support staff.
• Proactively manage incidents to meet Service Level Agreements, coordinating with internal teams for fast resolution.
• Develop and optimize repair processes, test procedures, and troubleshooting guidelines.
• Contribute to service documentation, including manuals, troubleshooting guides, checklists, and recommended spares lists.
• Analyze system performance and recommend technical focus areas to improve platform reliability and customer satisfaction.
• Escalate unresolved issues to appropriate teams and ensure clear communication throughout the resolution process.

• Over four (4) years of direct service or manufacturing experience or equivalent.
• Mechanical / Electrical engineering qualifications or relevant work experience preferably with automation.
• Proven experience to successfully troubleshoot and repair electromechanical systems.
• Ability to work well under pressure, manage time, multi‑task and prioritize.
• Self‑motivated and able to work both independently and within a team.
• Experience with , Oracle, and MS Office product suite (preferred).
• Problem‑solving ability, great communication skills.
• Good understanding of electrical drawings, technical documentation and hand tools like multimeters and torque wrenches.

• Must be able to lift up to 50 pounds.
• Occasional travel, including international.

EOE M/F/Disabled/VET.

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

Azenta is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.

Base Compensation: $66,000 - $82,000.