Customer Service Engineer
ONI
Customer Service
Boston, MA, USA · Remote
Posted 6+ months ago
At ONI, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualize, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge.
We dedicate ourselves to broadening the realms of human potential, and we are actively seeking an enthusiastic and devoted Customer Service Engineer to join our pioneering team. This role is pivotal in ensuring uptime and satisfaction of ONI hardware through preventive maintenance (PM), on-site repairs, and customer engagement. In addition to technical responsibilities, this role includes supporting our goal to increase service contract coverage by identifying blockers and working cross-functionally to win back renewals and improve customer health.
Your Role at ONI:
- Determine root cause issues with hardware systems through on-site and online support and troubleshooting
- Act as point of contact for customer technical enquiries related to system components and hardware workflows
- Deliver scheduled maintenance work on hardware systems, as directed by Senior Manager, Operations
- Prepare and file repair report documentation per internal reporting standards
- Gather and report customer feedback to Senior Manager, Operations relating to experience, new feature requests, and general product/instrument improvements
- Contribute to creation of internal knowledge base (fault finding, problem solving, FAQs, WIs)
- Analyze fleet data to identify patterns in service contract churn, customer behavior, and system usage.
- Develop strategies to win back expiring or declined service contracts, working closely with the commercial team.
- Proactively segment the customer base by health, satisfaction, and renewal likelihood.
- Make data-driven recommendations on initiatives, messaging, and commercial tactics to improve renewal rates.
- Collaborate with leadership and commercial teams to advocate for initiatives or tools needed to drive adoption (e.g. pricing strategy, training, incentives).
- Clear strategy proposals to Senior Manager, Operations to drive service retention and customer satisfaction.
Required Skills and Qualifications:
- Worked as part of a multidisciplinary technical team with a focus on customer support and hands on repairs.
- Operated in a customer-facing environment where minimising customer down-time is paramount
- Management of internal systems to log reports, repairs, and other hardware-related issues
- Measured and compiled of analytic data and presented key findings to colleagues, team lead/line manager relating to process and quality
- Experience in customer segmentation, NPS analysis, or service contract structuring.
- Strong written and verbal communication skills and the ability to communicate effectively at all levels with internal and external customers
- Logical troubleshooting for diagnostics and root-cause analysis
- Strong analytical skills with experience using Excel, CRM tools, or similar to identify trends and build strategies.
- Commercially aware — comfortable engaging with customers about value, usage, and support options.
- No formal certifications required if candidate can demonstrate experience described in Key Responsibilities
Position Details:
- This role is a remote position. Qualified candidates must currently live in the Boston or East Coast area.
- Must be willing to travel on a routine basis, possess a valid driver's license, and maintain a current Passport as required for international travel.
- Must be available to travel overnight up to 70%, with occasional weekend work.
Desired skills and qualifications:
- Direct experience interacting with customers in a service/support capacity
- Has worked on biomedical instrumentation
- Experience with microscopy hardware and applications
- Worked in a laboratory setting using best laboratory practices and techniques related to cell biology, molecular biology, biochemistry, or chemistry research
- Operated as service support engineer for optomechanical instrument manufacture or service
- Data analysis using statistical software for research
- BSc (or equivalent) in discipline
At ONI, we understand that a fulfilling career involves more than just challenging work - it's about enjoying a well-rounded experience. When you become a part of our team, you not only contribute to groundbreaking research but also enjoy a range of benefits designed to enhance your life both inside and outside the workplace.
As an equal opportunity employer, we prioritize fairness and respect, ensuring every team member thrives regardless of their background. But that's not all - our perks include:
Competitive Compensation We recognize and reward your talent. Enjoy a competitive salary that reflects your expertise and contributions, ensuring your hard work is recognized.
Flex PTO plus 11 federal holidays and 4 dedicated wellbeing days.
401K via ADP
Life Insurance
Medical
Dental
Vision
Perks at Work: Enjoy exclusive discounts and deals through our perks at work program, adding value to your everyday life.
If you are driven by innovation, eager to make a significant impact in the realm of scientific and medical research, and possess the skills and passion we are looking for, we invite you to apply and be a part of our mission to improve our understanding of the details of life.