Technical Support Specialist - Pharmaceutical Instruments

Based in Westborough, Massachusetts, SOTAX Corporation delivers specialized pharmaceutical instrumentation and lab services to GMP facilities and field service teams. The Technical Support Specialist role provides hands-on on-site support, training, and instrument lifecycle activities for Field Service Engineers, customers, and laboratories across the Northeast U.S., ensuring reliable operation and knowledgeable guidance throughout the product lifecycle. This position combines technical expertise with clear communication to uphold high standards of service and support.

Responsibilities

• Offer high-level technical assistance to Field Service Engineers, customers, and distributors
• Act as the subject matter expert for SOTAX instrumentation and related services
• Conduct on-site laboratory services for Applications and GMP Laboratories
• Provide technical training to Field Service Engineers to boost product knowledge and operational excellence
• Occasional field service support across the Northeast U.S., ensuring strong customer satisfaction
• Respond to escalated issues and support crisis management and resolution
• Perform routine preventive maintenance and qualification for on-site Applications and GMP laboratories
• Refurbish used SOTAX instruments to prepare for resale and optimize lifecycle
• Assist QC testing for instruments manufactured on-site
• Use the ERP system to manage service workflows, documentation, and processes
• Oversee traceable calibration instrument inventory and the recertification process

Requirements

• Experience servicing lab instrumentation such as dissolution, automation, or HPLC is preferred
• English/Spanish bilingualism is a plus
• Self-driven, proactive professional with strong independent work habits
• Excellent communication and customer-service skills across phone, email, and in-person interactions
• Familiarity with Good Documentation Practices (GDP) in the pharmaceutical industry is highly desirable
• Advanced electro-mechanical troubleshooting, diagnostic, and repair capabilities
• Hands-on experience with laboratory or production instrumentation and automation systems
• Strong organizational, planning, and project-management skills with meticulous attention to detail
• Willingness and ability to travel overnight as needed
• Bachelor’s degree in Chemistry, Electromechanical Engineering, or a related field, or equivalent hands-on experience

Technologies

• ERP system

Benefits

• Competitive salary
• Monthly auto allowance to cover field transportation costs
• Company-paid toll pass
• Meals and travel expenses covered when visiting customer sites
• Paid time off including vacation, personal, sick leave, and holidays
• 401(k) with safe harbor matching
• Medical, dental, and vision insurance
• Company-provided life insurance
• Short- and long-term disability coverage

Salary

USD 50,000 – 90,000 per year

Work Location

Westborough, MA (onsite)