Dynamic Field Customer Support Specialist – Endosafe Instrument Services & Microbial Solutions – Boston, MA – Technical Excellence & Client Success

About brighthush

brighthush has been a cornerstone of the life‑sciences community for over 75 years, driving innovation in drug discovery, development, and safe manufacturing. Our mission is simple yet profound: to empower scientists, clinicians, and researchers worldwide with the tools and expertise they need to bring transformative therapies to market. At brighthush, we believe that every instrument, every data point, and every interaction contributes to a healthier future for people across the globe.

Position Overview

We are looking for a highly motivated Field Customer Support Specialist to join our Boston, MA team. In this role, you will provide on‑site technical repair, maintenance, and support for our flagship Endosafe instruments—including the nexgen MCS, nexgen PTS, Bio Tek Elx808 plate reader, PRS‑3, LAL endotoxin, and BET (Biological Endotoxin Testing) systems—within the Microbial Solutions business. Your expertise will directly impact the reliability and performance of critical laboratory equipment used by pharmaceutical companies, biotech firms, and research institutions across North America.

Key Responsibilities

• Deliver customer‑facing technical repair and preventive maintenance services for endotoxin and microbial detection instruments at client sites.
• Plan, schedule, and execute on‑site service visits, including product installations, annual qualification runs, routine preventive maintenance, and performance analysis.
• Provide real‑time technical assistance and problem resolution via phone, email, or remote communication, ensuring minimal downtime for our customers.
• Maintain meticulous service documentation, adhering to company SOPs, cGMP, and FDA compliance requirements.
• Collaborate with field sales teams to conduct product demonstrations, new customer training, and validation activities.
• Act as the primary point of contact for resolving laboratory instrument service issues, ensuring customer satisfaction and retention.

Essential Qualifications

• Bachelor’s degree in Engineering, Chemistry, Microbiology, Biology, or a related technical field.
• Minimum of 3 years of hands‑on experience in instrument repair, maintenance, or technical support within a regulated environment.
• Strong technical aptitude with the ability to troubleshoot complex equipment issues under pressure.
• Proficiency in interpreting technical manuals, schematics, and service documentation.
• Excellent communication skills—both written and verbal—to interact effectively with customers and cross‑functional teams.
• Valid driver’s license and willingness to travel frequently across the Boston region and beyond, sometimes on short notice.
• Experience working from a home‑based office while maintaining high productivity and collaboration.

Preferred Qualifications

• Experience with Endosafe or similar endotoxin testing platforms.
• Background in cGMP laboratory environments or regulatory compliance.
• Knowledge of software troubleshooting for laboratory instruments.
• Previous exposure to sales support or customer training roles.
• Certification in technical service or a related field.

Skills & Competencies

• Analytical thinking and problem‑solving under tight deadlines.
• Strong organizational skills and attention to detail.
• Customer‑centric mindset with a passion for delivering exceptional service.
• Adaptability to evolving technologies and industry standards.
• Team collaboration and cross‑functional communication.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a culture of continuous learning and professional development. As a Field Customer Support Specialist, you will:

• Gain exposure to cutting‑edge microbiological testing technologies and regulatory frameworks.
• Participate in advanced training programs, including technical certifications and leadership workshops.
• Collaborate with R&D, quality assurance, and sales teams, broadening your skill set across multiple disciplines.
• Advance into senior support roles, technical project management, or product development positions.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and forward‑thinking workplace. Our values center on integrity, innovation, and impact. You’ll work alongside passionate professionals who are dedicated to improving patient outcomes and advancing scientific discovery. We celebrate diversity, encourage open dialogue, and provide a supportive environment where every voice is heard.

Compensation & Benefits

Competitive salary range: $80,000 – $90,000 (adjusted for experience, skills, and location). In addition to a comprehensive benefits package, you will enjoy:

• Performance‑based bonuses and incentive programs.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible work arrangements.
• Health, dental, and vision coverage for you and your family.
• Wellness programs, including gym memberships and mental health resources.
• Employee stock purchase plan and equity opportunities.
• Professional development stipend and tuition reimbursement.

How to Apply

Ready to make a tangible difference in the life‑sciences community? Submit your application through our careers portal or email your résumé and cover letter to [email protected]. We look forward to exploring how your expertise can help us continue to innovate and excel.

Join brighthush Today

As a Field Customer Support Specialist at brighthush, you will be at the forefront of ensuring that critical laboratory instruments perform flawlessly, enabling scientists to focus on what they do best—discovering life‑changing therapies. If you thrive in a dynamic, customer‑focused environment and are eager to grow your technical career, we encourage you to apply now and become part of our legacy of scientific excellence.