Technical Service Engineer

908 Devices Inc. (NASDAQ: MASS) is revolutionizing chemical analysis with its simple handheld devices, addressing life-altering applications. The Company's devices are used at the point-of-need to interrogate unknown and invisible materials and provide quick, actionable answers in vital health, safety and defense tech applications, addressing the fentanyl and illicit drug crisis, toxic carcinogen exposure, and global security threats. The Company designs and manufactures innovative products that bring together the power of complementary analytical technologies, software automation, and machine learning. For more information, visit908devices.com

908 Devices has a corporate office in Burlington, MA with a manufacturing center in Danbury, Connecticut and a growing population of remote staff worldwide.

Position Summary

The Technical Service Engineer is an entry-level technical support and repair professional who applies strong troubleshooting skills to service and support customer-owned handheld HPMS devices. Working under the guidance of senior engineers and management, this role provides responsive customer support across multiple channels. This role includes (but is not limited to) remote and direct customer support, depot repair troubleshooting, and timely technical support for our business partners and customers.

Key Responsibilities

• Provide phone, email, and other forms of technical support to customers and internal stakeholders
• Support customers with troubleshooting guidance under the supervision of senior team members
• Meet service and support metric goals established by management
• Assist with on-site and in-house technical support, installation, and repair activities
• Contribute to projects aimed at resolving customer service and support challenges
• Maintain accurate service, support, and inventory records in company business systems
• Support the upkeep of the technical knowledge base and customer communication programs
• Participate in operations and engineering-related initiatives as directed
• Assist with maintenance of the sales demo, training, and service loaner device pools
• 10-25% travel required

Skills & Qualifications

• Strong customer service orientation with solid oral and written communication skills
• Demonstrated ability to troubleshoot technical issues and learn repair procedures
• Foundational knowledge of computer systems, peripherals, and common software applications
• Eagerness to learn, take direction, and grow in a technical support environment
• Ability to work both independently and collaboratively on assigned tasks
• Bachelor's degree or higher in a Technical Field or equivalent experience/coursework
• At least 2 years of experience in a technical support, service, or operations role preferred
• Exposure to any of the following markets is a plus: Safety & Security, Military, Law Enforcement, Pharmaceutical

Additional Information

• Travel: This position is expected to travel between 10 - 25%
• Location: When not traveling, this position will be based out of our Danbury, CT facility
• Compensation: The annualized base pay range for this position at the commencement of employment is expected to be between $75,000 and $85,000 per year ; the base pay offered may vary depending on several individualized factors, including market location, job-related skills, and experience. This position may also be eligible to receive additional compensation, such as an annual incentive bonus, sales commission, or long-term incentives.

We are proud to be a company changing the status quo in our industry. Join us and work with curious and innovative people, creative problem solvers, risk-takers, and dedicated colleagues as we reimagine the future of Mass Spec.

908 Devices does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.