Service Technician

The Service Technician is a hands-on technical expert responsible for troubleshooting, repairing, and maintaining handheld HPMS, FTIR, and Raman devices. This role requires strong diagnostic and repair skills to resolve instrumentation issues and ensure reliable device performance.

Working closely with 908 Devices product and engineering teams, this position supports customers by delivering high-quality technical service and contributing to product and customer experience improvements. Responsibilities include depot troubleshooting and repair, providing field and remote technical support as needed, and achieving service performance goals that support world-class technical service delivery.

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.
• Partner with the Manufacturing Engineering team to assemble and test 908 Devices Field Forensics products (subassemblies).
• Participate in quality and engineering related initiatives.
• Contribute to the upkeep and maintenance of the sales demo, training, and service loaner device pools.
• Less than 10% travel required.

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).

Additional Details:

• Location: This position is located in Danbury, CT and is fully onsite.
• Compensation:The hourly base pay range for this position at the commencement of employment is expected to be between$25.00 and $28.00 per hour; the base pay offered may vary depending on several individualized factors, including market location, job-related skills, and experience. This position may also be eligible to receive additional long-term incentives.