Job Opening

Job Title
Customer Support Technician (MedTech Industry/BioTech Industry) (m/f/d)
Start Date
MetaSystems USA

The Customer Support Technician provides customer service for our scanning & imaging platforms, predominately from our Boston office, but also in the field.


Primary activities include customer site installations of our microscope scanning and imaging hard- and software, preventative maintenance visits, user training and customer troubleshooting, both on-site and through remote sessions. This is an entry-level position. As such, a key focus is on achieving high proficiency in MetaSystems instruments and software. Please check our website for more information on our products before applying for this position. Candidates must have a high affinity and familiarity with the Med-tech/Biotech world.

This position is a full time position (30% in office, 10% home office possible, 60% travelling activity expected. Office location: Boston, MA, USA.
Direct Supervisor: Vice President Applications & Support.



Essential Duties & Responsibilities:

  • Perform simple installations of laboratory equipment and our customized software alone or in a team at the customer site
  • Provide customer support on-site or through remote access
  • Visit selected customers to perform preventative maintenance on installations and re-train users
  • Assist in system configuration and testing
  • Develop and execute training programs for MetaSystems users
  • Be available for customer inquiries and follow-ups by phone or e-mail
  • Document customer interactions in Salesforce and update device history records, as required in our QMS
  • Meet company deadlines for submission of Expensify reports and other information updates

Collaborative Duties & Responsibilities:

  • Repair non-conforming components (internal cases)
  • Maintain an accurate and up-to-date QMS and Salesforce database

Required Skills & Qualifications:

  •  Good technical understanding of MetaSystems products and services
  • Highly detail-oriented
  • Excellent communication and organizational skills
  • Self-motivated to intensify knowledge and expertise
  • Proficient in Microsoft Office, Salesforce, Expensify and other business operations software
  • Flexible team player, quick learner

Required / Desired Education & Experience:

  • Bachelor’s degree or higher in Life Sciences, Engineering, Physics or Chemistry
  • Hands-on experience in Microscopy and/or life sciences laboratory
  • Familiarity with quality management systems and procedures
  • Following MA state and CDC guidelines