Customer Service Engineer

Job Title: Customer Support Engineer

Job Type: Full Time

Location: Illinois or Minnesota, USA

Hybrid: Field-based role supporting customers throughout the Northwestern United States region. Extensive travel required (approximately 80%).

Compensation: Competitive Salary + Benefits Package and More

Become part of making the impossible possible.

About the role

Are you passionate about advanced technology and delivering exceptional customer experiences? Do you enjoy combining your technical expertise with customer-facing problem-solving?

Join our Service Team as aCustomer service Engineer, where you’ll be responsible for the installation, maintenance, troubleshooting, and repair of Malvern Panalytical’s industry-leading analytical instrumentation. In this role, you will support a broad portfolio of products and technologies, serving as a trusted technical partner to customers across a wide range of industries and applications.

Based in Illinois or Minnesota, this position supports customers throughout the Northwestern United States region. You will play a critical role in ensuring optimal instrument performance, minimizing customer downtime, and building strong, long-term customer relationships through exceptional technical service and support.

This role offers extensive travel throughout the territory and the opportunity to work with cutting-edge scientific instrumentation while collaborating with customers, colleagues, and technical experts across the organization.

Responsibilities:

• Install analytical instrumentation from delivery through final customer sign-off.
• Perform preventive maintenance, repairs, upgrades, and troubleshooting on complex scientific and analytical equipment.
• Diagnose and resolve instrumentation issues remotely, by phone, and on-site at customer locations.
• Respond to customer inquiries within established service response guidelines.
• Build and maintain strong customer relationships through proactive communication and exceptional service delivery.
• Escalate technical issues through established procedures when additional expertise is required.
• Accurately complete and submit service reports, maintenance records, and other electronic documentation.
• Process parts returns and repairs in accordance with company policies and procedures.
• Keep customers informed regarding service progress, open issues, and resolution timelines.
• Manage assigned customer accounts with a high degree of autonomy and professionalism.
• Collaborate with service team colleagues and provide support across the region as needed.
• Maintain up-to-date knowledge of service manuals, technical documentation, and product developments.
• Perform all activities in accordance with applicable quality standards, ISO requirements, safety policies, and company procedures.
• Safely lift, move, and transport equipment and materials weighing up to 50 lbs.

Qualifications:

• 3 to 5 years of experience in electronics, electro-mechanical systems, scientific instrumentation, or a related technical field.
• Hands-on experience troubleshooting, repairing, and maintaining complex instrumentation or technical equipment.
• Strong technical aptitude with the ability to diagnose, analyze, and resolve equipment issues independently.
• Excellent customer service, communication, and relationship-building skills.
• Ability to understand customer needs and provide effective technical solutions.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Proficiency with computer-based diagnostic tools and service reporting systems.
• Valid driver’s license and ability to travel extensively throughout the assigned territory (approximately 80% travel).

Nice to Have:

• Experience supporting laser-based analytical instrumentation.
• Experience with particle characterization systems, spectroscopy, materials characterization, or similar analytical technologies.
• Previous field service or customer-facing technical support experience.
• Experience working in laboratory, industrial, research, or manufacturing environments.
• Familiarity with ISO quality systems and regulated environments.
• Associate’s or Bachelor’s degree in Engineering, Electronics, Physics, Chemistry, or a related technical discipline.

Why you should join Malvern Panalytical:

• Join a global leader in scientific instrumentation and analytical solu…