The Service and Support Engineer is a critical element in ensuring customer satisfaction with manufactured and distributed products. This position is responsible for performing inhouse repairs, client training, triaging calls and promoting service contracts. The Service and Support Engineer must maintain the highest standards in courtesy and competence with customers and must improve customer satisfaction, maximize customer retention, and increase profitability.

• Provide inhouse customer support for product portfolio.
• Communicate complex technical issues to other members of the support team as needed and share information as appropriate in a proactive manner.
• Initiate new cases within Salesforce, ensuring all relevant data is accurate and detailed to assist with driving timely resolution with internal teams.
• Provide appropriate technical training to both clinical and non-clinical personnel in the medical device industry.
• Complete timely and detailed service reports and inquiry and complaint cases in Salesforce and seek case resolution within 30 days to ensure total customer satisfaction.
• Assist with pre-sales demonstrations, workshops and technical presentation to customers as needed.
• Issue and reconcile Return Authorizations (RA) as well as service equipment calibration logs in Salesforce.
• Interface with cross functional teams to build a robust knowledge base and open communication.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

This Service and Support Engineer role is with an IVF Medical Device Company in Beverly MA. It is the leading provider of advanced laser systems and computer aided sperm analysis (CASA) systems. They manufacture and market precision laser systems, imaging systems and other equipment and consumables for Assisted Reproductive Technology labsThis is an industry that does a lot of change and a lot of good. They are in the human reproductive, as well as animal reproductive industry . They are changing peoples lives and creating babies every day. Here is an opportunity to be a part of a company that makes a lot of change in the world for the better. The team is very diverse here. Everyone is super talented and really smart. Also they do a lot on the animal side. If you eat meat, chances are the meat that you have eaten has come indirectly from their equipment. These research facilities are trying to avoid animals going extinct and stuff like that. That's another cool side of it and the conservation. Everything going on in their environment impacts reproductive cells.

• PTO
• 401k
• Health Insurance
• Dental Insurance
• Vision Insurance
• and more!