What are the responsibilities and job description for the Technical Service Product Specialist position at INTEGRA Biosciences Corp?
About INTEGRA Biosciences
INTEGRA Biosciences is a global leader in innovative liquid handling solutions serving the medical diagnostics, pharmaceutical, biotechnology, and food industries. Our products are designed to improve workflow efficiency and reliability in laboratories worldwide. We are committed to delivering high-quality equipment along with exceptional technical support and customer service.
Position Overview
The Technical Service Product Specialist plays a critical role in supporting INTEGRA customers by providing both on-site and in-house technical service. This position is responsible for troubleshooting, repairing, calibrating, and maintaining a wide range of laboratory equipment. The role combines hands-on technical work with customer interaction, ensuring timely issue resolution and a high level of service satisfaction.
Who is right for this role?
This role is ideal for a hands-on, customer-focused professional who enjoys a dynamic work environment. You’ll balance field service visits, in-house equipment repairs, and remote technical support, while also managing administrative tasks that keep service operations running smoothly.
Key Responsibilities
- Troubleshoot, diagnose, and repair bench-top electro-mechanical and robotic laboratory equipment both in-house and at customer sites
- Perform preventative maintenance, calibration, inspection, cleaning, and functional testing to ensure optimal equipment performance
- Travel to customer locations to install, service, and maintain INTEGRA laboratory equipment MEDIACLAVE/MEDIAJET, VIAFLO 96/384, ASSIST Plus, VIAFILL, WELLJET, ASSIST, and other INTEGRA products.
- Analyze and resolve mechanical, electrical, software, and operational issues to minimize downtime
- Provide technical support to customers via phone, email, video conferencing, and in person
- Accurately document service work, repairs, and customer interactions in ERP/CRM systems (e.g., Salesforce)
- Collaborate with sales, customers, and internal teams to ensure service excellence
Qualifications & Requirements
- Technical training and/or hands-on experience in equipment troubleshooting and repair
- Strong mechanical and electrical diagnostic skills; lab equipment experience a plus
- Excellent communication and customer service skills
- Experience with Microsoft Office; ERP/CRM experience preferred
- Ability to work independently and manage both field and in-house tasks
- Valid driver’s license and willingness to travel
Travel
- This role requires a balance of approximately 50% travel and 50% in-office work (Hudson, NH). Travel includes driving to local customer sites as well as occasional air travel to customer locations across the United States.
This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise the job description at any time. The employee must be able to perform the primary functions of the position satisfactorily and that, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the primary functions of their job, absent undue hardship.
INTEGRA Biosciences US is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, national origin, disability, protected Veteran status, uniform service, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law.