Key skills
Clinical laboratory knowledgeElectro-mechanical aptitudeAdvanced troubleshootingMicrosoft Office SuiteAnalytical thinkingVerbal communicationWritten communicationCustomer-focused mindsetCollaboration skillsCRMLeadershipCommunicationCollaboration
About this role
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are seeking a highly motivated Service Engineer to join a dynamic Remote Services Center team supporting clinical laboratory diagnostic systems. This role involves providing technical support, managing service cases, and ensuring high levels of customer satisfaction in a fast-paced environment.
Responsibilities:
- Provide phone and email technical support to internal and external customers
- Monitor, document, and manage service cases using Customer Relationship Management (CRM) tools
- Deliver advanced technical troubleshooting for complex clinical laboratory diagnostic systems (including Dimension Systems)
- Take ownership of open tickets and ensure timely resolution or appropriate escalation
- Meet or exceed established service level metrics and performance targets
- Maintain compliance with company policies, procedures, and service processes
- Collaborate cross-functionally to develop and implement effective resolution strategies
- Ensure high levels of customer satisfaction through professional and solution-oriented communication
Requirements:
- 3–7 years of comparable experience in healthcare, laboratory diagnostics, or engineering environments
- Associate degree with equivalent experience or Bachelor's degree in Science or Engineering (preferred fields: Medical Technology, Biomedical Engineering, Engineering)
- Strong analytical thinking and advanced troubleshooting capabilities
- Working knowledge of clinical laboratory practices
- Electro-mechanical aptitude for instrument troubleshooting
- Proficiency in Microsoft Office Suite (Outlook, Excel, Word)
- Excellent verbal and written communication skills
- Ability to work independently and within cross-functional teams
- Customer-focused mindset with a positive, solution-driven approach
- Experience supporting diagnostic laboratory instruments
- Strong collaboration skills and ability to work within a service-oriented leadership culture
- Self-motivated with the ability to thrive in a high-performance environment