Technical Support Engineer - Onsite - Ann Arbor, MI

We are looking for a Technical Support Engineer for our Lab Essential products  this role, you will be responsible for supporting our customers across North America, whilst working closely with the Service team, as well as the Sales team and Field Application Scientists. This is a full-time, on-site position in Ann Arbor.

• Perform technical problem solving and give guidance on issues related to products (hardware, software, IT and others) working with company resources and escalating issues as needed
• Communicate with customers using phone, email, MS Teams, remote sessions, and other means needed, handle customer quality complaints and liaise with the quality department
• Responsible for providing daily technical support for Lab Essential products for our customers and field team with the goal of achieving the highest quality and customer satisfaction.
• Create and manage customer cases in the Customer Relationship Management (CRM) database with relevant information and activities
• Establish and maintain strong technical knowledge of products and take part in product training
• Contribute to content creation for online technical support, including creating new and maintaining existing knowledge base articles
• Provide feedback and voice of customers to the internal teams to assist with improvement to and future development of products
• Interact with cross‑functional teams and provide support to the business as needed

• Bachelor’s degree or equivalent in Mechanical/Electrical Engineering or related field
• 1+ year(s) experience as an engineer or a technical specialist in a technical support, field service, development, manufacturing, or machine control role covering laboratory equipment
• 1+ year(s) experience with Lab Essential or other related products would be ideal, however training will be provided
• Sound troubleshooting skills especially with experiences in analyzing complex problems and troubleshooting product issues.
• Detail oriented and adept at using all resources to resolve issues.
• Ability to apply creative solutions to solve practical problems quickly and effectively
• Strong customer‑facing skills, effective communication, organizational and interpersonal skills
• Ability to effectively interact and collaborate with cross‑functional groups to drive success
• Position doesn't require travel to customer sites
• Identification with our core values:
  Sustainability, Openness, Enjoyment

• Personal and Professional Development:
  Mentoring, leadership programs, internal seminar offerings
• Worklife Balance:
  Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules
• Making an Impact Right from the Start:
  Comprehensive onboarding, including a virtual online platform
• Welcoming Culture:
  Mutual support, team spirit and international collaboration; communities on numerous topics such as "Coaching", "Agile Working" and a "Businesswomen's Network"
• Health & Well Being:
  Wide selection of health and well‑being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs.
• Intelligent Working Environment:
  Working in smart buildings with the latest technology and equipment.
• Retirement Savings Plan: 401 k (with generous company match)
• Flexible Spending: HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account
• Company Paid Benefits:
  Basic Life Insurance, AD&D, EAP, Family Planning & Women's Health, Health Advocate
• Additional/Optional:
  Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service

Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, disability or based on status in any other protected group of class.

Please view equal employment opportunity posters provided by OFCCP here.

E-Verify Participation Info

E-Verify Workers Rights

Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our…