Technical Support Specialist- Instruments Job Solon area,Ohio USA,IT/Tech

About MP Biomedicals:

MP Biomedicals is a global life science company with headquarters in California and regional offices across the globe. The company offers a diverse portfolio of life science products, fine chemicals, and diagnostics used in industries ranging from basic research to clinical diagnostics and pharmaceuticals. Over the past 50 years, we have provided quality tools and expert services to assist our customers in making breakthrough discoveries and achieving scientific excellence.

About

MP Biomedicals:

Company

Mission Statement:

Our mission is to empower global research that unlocks life-changing solutions and inspires a meaningful life.

Company Values:

Respect
Meaningful Work
Career Development
Accountability
Honesty

MP Biomedicals offers a comprehensive list of benefits including:

Bonus Pay
Monthly Childcare Credit
Employee Referral Program
Paid Vacation
Paid PTO Hours
10 Paid Company Holidays per Year
401k with Company Match
Competitive Healthcare Benefits
Company Paid Life Insurance and Short-term Disability
HSA
Employee Assistance Program
Employee Discounts
Free breakfast on Mondays
Catered Lunches Tuesday-Friday
And so much more!

The Instrumentation Specialist is responsible for providing after-sales technical support for the company’s full range of products, including automatic nucleic acid extraction systems, homogenizers, vortex mixers, Saftest, autoblots and other laboratory instruments. This role involves on-site and remote troubleshooting, maintenance, customer training, and quality control of instruments and spare parts. The ideal candidate will have strong technical expertise, excellent communication skills, and a customer-focused mindset.

Responsibilities:

Perform on-site and remote troubleshooting, repair, and maintenance of company instruments.
Diagnose and resolve technical issues reported by customers promptly and effectively.
Conduct routine preventive maintenance to ensure optimal instrument performance.
Respond to customer inquiries and provide technical support via phone, email, or on-site visits.
Guide customers through troubleshooting steps to resolve instrument-related issues.
Document and escape complex issues to the engineering team for further investigation.
Ensure customers are proficient in operating and maintaining the instruments.
Document and report any defects or issues identified during QC inspections.
Gather and analyze customer feedback on instrument performance and usability.
Collaborate with the engineering team to identify areas for product improvement.
Work closely with the operations team to ensure timely delivery of instruments and spare parts.
Collaborate with the sales team to provide technical support for post-sales activities, such as handling customer complaints and providing product - related advice for upselling opportunities.
Act as a liaison between customers and the product management (PM) team to communicate customer needs and suggestions.
Communicate regularly with Product Managers and Product Specialists (PMs) to share field - based insights on product performance and customer needs, contributing to product development strategies.
Perform incoming QC checks on instruments and spare parts to ensure they meet quality standards.
Build and maintain good relationships with customers, ensuring their satisfaction with the technical support services provided and promptly addressing any concerns.
Communicate with distributors and agents to ensure consistent service quality across regions.
Work with the engineering team to relay customer feedback and contribute to product development.
Conduct training sessions for customers, distributors, and internal teams (both online and offline).
Develop training…