Technical Support Specialist

This role is focused on troubleshooting and supporting laboratory instrumentation, NOT IT/software support.

About the Company:

Milestone's innovative solutions have been developed for laboratories around the world performing sample preparation, with the aim of helping them, by offering an integrated solution able to render their activity easier, faster and safer. With over 50 patents and 20,000 systems globally we are a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

About the Role

We are seeking an experienced service engineer to provide in-house technical and application support for our laboratory instrumentation, including microwave digestion products, mercury analyzers, and clean chemistry solutions. This position requires strong troubleshooting abilities and a customer-focused approach to resolve client issues efficiently. This role is ideal for experienced Field Service Engineers looking to transition into an in-house position, where they can apply their expertise in analytical instrumentation troubleshooting, customer support, and service coordination while working from our Shelton, CT headquarters. You will work closely with our Service Manager to ensure timely and effective resolution of client issues while contributing to process improvements and documentation.

Responsibilities:

• Client Support: Utilize your field expertise to provide remote technical support via phone and email, assisting clients and field technicians with troubleshooting and issue resolution. Coordinate with the Service Manager and Milestone partners to resolve escalated issues.
• Dispatch: Create and dispatch all reactive work orders as necessary, provide quotations for non-contract work orders, and ensure timely service and client communication by field team.
• Documentation: Adhere to standard operating procedures (SOP) for issue escalation, maintain detailed records of service interactions, and update documentation in SharePoint. Develop and maintain service manuals, SOPs, and troubleshooting guides to assist field service teams and clients.
• General Support: Serve as backup support for the Service Coordinator and Service Manager, assisting with work order dispatching, instrument registration, and part order processing

Requirements:

• Education: a Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related field; OR a Bachelor's degree in Chemistry or a related field.
• Technical Background: 3-5 years of experience in field service, technical support, or electromechanical troubleshooting and repair for analytical instrumentation. Ability to read electrical schematics and perform multimeter measurements. Familiarity with software and computer architecture.
• Customer Service Skills: Experience in a client or customer-facing role. Ability to present technical information in a clear, concise manner. Exceptional written and verbal communication and interpersonal skills, attention to detail, and record-keeping skills.
• Time Management: Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Technology Proficiency: Proficient in MS Office; experience with Salesforce, ServiceMax, or similar platforms is preferred.

Preferred Requirements

• Previous experience as a Field Service Engineer for analytical instrumentation highest priority.
• Experience in a contract laboratory environment as an end-user of analytical instrumentation, especially in sample preparation, analysis, or related laboratory processes.
• Knowledge of microwave technology or similar instrumentation.

Benefits Milestone will offer you:

• Comprehensive benefit package (medical, dental, vision)
• We will cover 70% of your medical premium and 60% of any spouse/dependents
• We will provide STD, LTD, and Basic Life Insurance coverage at no cost to you
• You can contribute to the 401k after 90 days of service
• We will contribute 3% of your salary after 1 year of service
• We will support ongoing training and development of your skills