Graveyard Field Support Engineer

Company Description

COPAN Diagnostics, Inc. is a global leader specializing in innovative bacteriology swabs, viral transport media (VTM), and molecular transport systems. Its patented Flocked Swabs have revolutionized both traditional and modern microbiology by improving fluid dynamics, and are primary components in products like ESwab and UTM. COPAN’s groundbreaking Walk-Away Specimen Processor (WASP) automates the planting and streaking of bacteriological samples, enhancing laboratory workflows. In addition, the company offers an extensive range of laboratory consumables, including inoculation loops, needles, spreaders, and pipets.

Role Description

This is a full-time, on-site Dedicated Field Support Engineer role based in Burlington North Carolina. The Dedicated Field Support Engineer will provide technical support for COPAN's solutions and products, perform troubleshooting and maintenance for laboratory equipment, and ensure customer satisfaction by addressing service needs effectively. The role involves collaborating with customers to resolve challenges and maintaining high operational performance for all deployed systems.

Qualifications

• Perform tasks associated with the installation, maintenance, repair, troubleshooting, and assembly of automated microbiology equipment involving basic knowledge and abilities associated with the electronics, robotics, and mechanical processes.
• Achieves performance measures associated with the maintenance of equipment, productivity, customer satisfaction, and other performance standards.
• Complete all necessary documentation of activities involving the servicing of equipment in accordance with the manufacturer's requirements.
• Serves as a resource for the proper operation and maintenance of equipment.
• Instructs instrument operators in proper equipment use.
• Adheres to the highest level of customer service while managing customer requests with diplomacy. 
• Provides technical support to customers by telephone as required. 
• Connects with customers through remote software to troubleshoot and resolve various technical issues. 

Key Competences

• Must reside in or around dedicated customers.
• Must be reliable and able to work independently with limited supervision.
• Excellent customer service expertise with outstanding communication skills.
• Comfortable working in clinical environments with infectious agents and bio-hazards. 
• Computer literacy and the ability to read instrument schematics required. 
• Associate degree in Biomedical Equipment Technology, Industrial, Electrical, or Mechanical Engineering or minimum 2-3 years equivalent formal related training required. 
• Must be able to have manual dexterity to operate equipment and tools required on the job. 
• Must occasionally lift and/or move up to 50 lbs. 
• Must be able to occasionally crouch, kneel, and/or duck into tight spaces of the equipment. 
• Travel required (Approx. 10% or less)