• Diagnose and resolve technical issues to enhance customer satisfaction and retention • Perform electronic and mechanical repairs • Document service reports • Maintain strong customer relationships • Plan and perform repairs and preventative maintenance independently in the field

• Troubleshoot customer issues and ensure compliance with our service agreements at customer sites across UK or other European locations. • Perform maintenance work on equipment and systems, including software/hardware installation, upgrades, diagnostics, repairs, and preventive maintenance. • Analyse problems, investigate and report root causes/corrective actions, and monitor system performance. • Provide operational support for customer‑managed samples (e.g., supporting the transfer of samples, and shifting from manual to automated storage systems). • Communicate and collaborate with global teams to complete tasks effectively. • Prepare and submit documentation, including service reports and status reports. • Respond to occasional emergency call‑outs in the event of equipment or production line failures or other escalations. • Maintain loaner equipment. • Support organisational and administrative tasks such as preparing quotations or arranging shipment of loaner or customer equipment.

• Install, modify, repair, diagnose, and perform preventive maintenance on cryogenic storage equipment • Support customers using automated cryo storage systems and ensure optimal system performance • Maintain a safe and compliant working environment with safety protocols • Accurately document service activities through Service Reports, Status Reports, and performance summaries • Respond productively to changing priorities, including system alerts and escalations • Act as a point of contact for customers and internal Azenta management • Provide weekly system performance summaries and support KPI measurement requests

• troubleshooting and resolving complex technical issues • system design and evaluation • project management • advanced system configurations to assist Pro-Watch and MAXPRO customer base • work directly with Value-Added Reseller and End User • collaboration with various departments including Technical Support, Quality Assurance, Engineering, Learning Solutions, and Advanced Services • 15% air or car travel to customer sites • utilizing a Honeywell travel and expense card and company vehicle