Service Technician

908 Devices
United States, Massachusetts, Boston
41e Eagle Road (Show on map)
Apr 07, 2025
908 Devices Inc. (NASDAQ: MASS)is revolutionizing chemical and biochemical analysis with its innovative suite of purpose-built handheld devices addressing critical-to-life applications. The Company's devices are used at the point of need to interrogate unknown and invisible materials and provide quick, actionable answers to directly address some of the most critical problems in forensics and adjacent markets. 908 Devices is headquartered in Boston, MA, near the Seaport, with an office in Connecticut and a growing population of remote staff worldwide. This role is defined as a technical repair subject matter expert employing strong technical troubleshoot and repair skills to service customer owned handheld HPMS, FTIR, and Raman devices. The Service Technician works closely with 908 product and engineering teams and is empowered to support our customers providing technical service to resolve instrumentation issues. This role includes (but isn't limited to) depot repair system troubleshoot/repair, foster and support product and customer experience improvement initiatives, field services and remote support when required, and overall attain set goals contributing to world-class level technical support for our business partners and customers. This position is located in Danbury, CT and is fully onsite. Responsibilities: Provide technical Subject Matter Expertise to device repairs and issue resolution. Maintain world-class service levels through metric goals set by management. In-house technical support, installation, and repair. Contribute to and/or maintain projects to solve complex customer service and support issues. Maintain service, support, and inventory records in our various business systems. Contribute to and maintain technical knowledge base and customer communication programs. Participate in quality and engineering related initiatives. Contribute to the upkeep and maintenance of the sales demo, training, and service loaner device pools. Up to 20% Travel required as field work requires. Required Experience and Skills: Excellent customer service abilities including exceptional oral and written communication skills Exceptional troubleshooting/repair ability and technical acumen. Advanced knowledge of basic computer systems, associated peripherals, and common applications. Ability and courage to make effective decisions and find solutions to difficult problems. Work independently to achieve required tasks. 2+ year degree in a Technical Field or equivalent experience/course work (preferred). 3+ years directly supporting customers (preferred). 3+ years working in a technical role in service, operations, engineering (preferred). Experience with support of any of these markets: Pharmaceutical, Safety & Security, Military, Law Enforcement (preferred). This position is located in Danbury, CT and is fully onsite. We are proud to be a company changing the status quo in our industry. Join us and work with curious and innovative people, creative problem solvers, risk-takers, and dedicated colleagues as we reimagine the future of Mass Spec. 908 Devices does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.