Customer Support Engineer

About the Role Are you passionate about advanced technology and delivering exceptional customer experiences? Do you enjoy combining your technical expertise with customer-facing problem-solving?

Join our Service Team as a Customer Support Engineer, where you'll be responsible for the installation, maintenance, troubleshooting, and repair of Malvern Panalytical's industry-leading analytical instrumentation. In this role, you will support our broad portfolio of products and technologies, serving as a trusted technical partner to customers across a wide range of industries and applications.

Based in Idaho, this position is responsible for supporting customers throughout the Northwestern region of the United States. You will play a critical role in ensuring optimal instrument performance, minimizing customer downtime, and building strong, long-term customer relationships through exceptional technical service and support.

This role offers extensive travel throughout the territory and provides the opportunity to work with cutting-edge scientific instrumentation while collaborating with customers, colleagues, and technical experts across the organization.

• Install analytical instrumentation from delivery through final customer sign-off.
• Perform preventative maintenance, repairs, upgrades, and troubleshooting on complex scientific and analytical equipment.
• Diagnose and resolve instrumentation issues remotely, over the phone, and on‑site at customer locations.
• Respond to customer inquiries within established service response guidelines.
• Build and maintain strong customer relationships through proactive communication and exceptional service delivery.
• Escalate technical issues through established procedures when additional expertise is required.
• Accurately complete and submit service reports, maintenance records, and other electronic documentation.
• Process parts returns and repairs in accordance with company policies and procedures.
• Keep customers informed regarding service progress, open issues, and resolution timelines.
• Manage assigned customer accounts with a high degree of autonomy and professionalism.
• Collaborate with service team colleagues and provide support across the region as needed.
• Maintain up‑to‑date knowledge of service manuals, technical documentation, and product developments.
• Perform all activities in accordance with applicable quality standards, ISO requirements, safety policies, and company procedures.
• Safely lift, move, and transport equipment and materials weighing up to 50 lbs.

• 3 to 5 years of experience in electronics, electro‑mechanical systems, scientific instrumentation, or a related technical field.
• Hands‑on experience troubleshooting, repairing, and maintaining complex instrumentation or technical equipment.
• Strong technical aptitude with the ability to diagnose, analyze, and resolve equipment issues independently.
• Excellent customer service, communication, and relationship‑building skills.
• Ability to understand customer needs and provide effective technical solutions.
• Strong organizational and time‑management skills with the ability to manage multiple priorities.
• Proficiency with computer‑based diagnostic tools and service reporting systems.
• Valid driver's license and ability to travel extensively throughout the assigned territory (approximately 80% travel).

• Experience supporting laser‑based analytical instrumentation.
• Experience with particle characterization systems, spectroscopy, materials characterization, or similar analytical technologies.
• Previous field service or customer‑facing technical support experience.
• Experience working in laboratory, industrial, research, or manufacturing environments.
• Familiarity with ISO quality systems and regulated…