Technical Support Specialist- Instruments

Job Description

Job Description

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.

Company Misson 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 escalate 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 materials, including user manuals, troubleshooting guides, and video tutorials.
• Travel 30-40% to customer sites for on-site support and training.
• All other duties as assigned.

Education and Experience:

• Vocational school and/or Bachelor’s degree required in engineering, Biotechnology, Life Sciences or related field.
• 1+ years of experience in instrumentation technical support, preferably in the life sciences or laboratory equipment industry.
• Hands-on experience with laboratory instruments such as automated nucleic acid extraction systems, homogenizers, and vortex mixers.
• Proficiency in troubleshooting hardware and software issues.
• Strong and effective skills for the following: communication (verbal and writing), critical thinking, interpersonal communication, organization, time management, and presentation
• Proficiency in Microsoft Office applications (i.e., Word, Excel, PowerPoint)

Work Environment:

• Office (Primary); Use of standard office equipment such as computer, phone, photocopiers, video conferencing equipment.
• May also be required to work in the manufacturing environment for short periods to complete essential duties.
• PPE as required.
• Physical demands include sitting, bending, or standing for extended periods of time (1 hour or longer), including sitting in front of a computer or laptop.