Jobs

You will seek to ensure that all customers have an ideal experience with our products and services. In addition, you will aim to establish positive business relationships both with Cytovale customers and peers while also performing necessary administrative and other duties. If you are an action-oriented individual who has a proven track record of delivering top tier customer service, join us!

Primary Role & Responsibilities:

• Hands-on service and support for internal and external customers: Be the customer-facing technical subject matter expert. Execute on-site activities such as: installations and preventative maintenance, repairs, field hardware/ software upgrades, and qualification procedures to ensure proper operation of instrument systems. Document activities/changes and escalate issues as appropriate.
• Customer-first mentality: Address customer feedback promptly, and escalate issues to quickly identify the path of action to resolution. Provide on-demand first and second level technical support to customers including rotations of after-hours phone support, holiday and weekend on-site support as required.
• Communication: Maintain daily communication with customers and partners to ensure resolution of issues and proper follow-up.
• Depot Repairs: Perform depot-level repairs as needed in Baton Rouge or San Francisco Cytovale facilities.
• Documentation: Author field service reports, installation documents, technical bulletins and other documentation as required.
• Voice of the customer: Provide detailed feedback to R&D regarding performance, serviceability and customer feedback.
• Management of company assets: Responsible for service parts inventory and safe keeping and use of service parts and tools
• Compliance with company’s quality assurance program: You will be maintaining an in vitro medical device and will be required to stay in compliance at all times
• Meeting requirements: Meeting Health and Human Services, Environmental Health and Safety and/or all other applicable regulatory requirements, including, but not limited to, HIPPA, OSHA and FDA.
• Other duties: May perform other duties as assigned by manager or supervisor.

Qualifications:

• Bachelor’s degree, Engineering, Electrical Engineering, Technology, Science or equivalent military experience or Associates Degree with 5 or more years’ experience in servicing Diagnostic Imaging equipment or a High School Diploma/GED and 10 or more years’ experience servicing Diagnostic Imaging equipment.
• Demonstrated superior expertise in supporting and servicing highly complex instrumentation.
• 5+ years customer or field support experience within the medical device field.
• Ability to travel up to 70% of the time for short-term and long-term trips that may involve weekend stays. < 24 hours' notice on travel may be experienced occasionally. Valid driving license and good driving record is required.
• Ability to be on-site at the Cytovale lab in the Pennington Biomedical Research Facility located in Baton Rouge, LA when not servicing external customers.
• Demonstrated commitment to quality and strong sense of teamwork. One who thrives in a fast-paced start-up environment with a flexible mentality and adaptability to take on new and additional responsibilities as needed.
• Proven strong problem-solving skills, and the ability to creatively solve challenges.
• Attention to detail.
• Expert customer service skills, positive attitude, and ability to clearly and tactfully communicate with others.
• Working knowledge and understanding of optics, electronics, and mechanical principles is required, as well as the ability to troubleshoot electronic, optical and mechanical assemblies down to component level.
• Must be able to lift 50 lbs and ability to travel long distances on short notice required.
• Experience in a customer centric service & support department, preferably with prior experience with benchtop instruments.

Key Competencies:

• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Intellectual Horsepower: Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
• Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
• Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Additional Details:

• Competitive base salary, bonus, full benefit package including 401K, generous PTO, paid holidays, medical, dental, vision, long term/short term disability, life insurance and more.
• Cytovale has a mandatory COVID-19 vaccination policy.