Job Description

Description

About INTEGRA Biosciences 

INTEGRA Biosciences is a global leader in innovative liquid handling solutions serving the medical diagnostics, pharmaceutical, biotechnology, and food industries. Our products are designed to improve workflow efficiency and reliability in laboratories worldwide. We are committed to delivering high-quality equipment along with exceptional technical support and customer service. 

Position Overview 

The Technical Service Product Specialist is responsible for providing expert technical support to INTEGRA customers through both field-based and in-house service activities. This role includes troubleshooting, repair, calibration, and maintenance of laboratory equipment, while building strong customer relationships and ensuring the highest levels of service quality and satisfaction.

Who is right for this role?
The Technical Service Product Specialist plays a key role in supporting INTEGRA customers by delivering both on-site and in-house technical service. This position is responsible for troubleshooting, repairing, calibrating, and maintaining a broad range of laboratory equipment. The role is approximately a 50/50 mix of customer-site travel and in-house service activities; however, the balance may vary based on customer demand and business needs. Combining hands-on technical expertise with direct customer engagement, the role ensures timely resolution of service issues and an exceptional customer experience.

Key Responsibilities 

• Troubleshoot, diagnose, and repair bench-top electro-mechanical and robotic laboratory equipment both in-house and at customer sites 
• Perform preventative maintenance, calibration, inspection, cleaning, and functional testing to ensure optimal equipment performance 
• Travel to customer locations in the to install, service, and maintain INTEGRA laboratory equipment MEDIACLAVE/MEDIAJET, VIAFLO 96/384, ASSIST Plus, VIAFILL, WELLJET, ASSIST, and other INTEGRA products.
• Analyze and resolve mechanical, electrical, software, and operational issues to minimize downtime 
• Provide technical support to customers via phone, email, video conferencing, and in person 
• Accurately document service work, repairs, and customer interactions in ERP/CRM systems (e.g., Salesforce) 
• Collaborate with sales, customers, and internal teams to ensure service excellence

Qualifications & Requirements 

• Technical training and/or hands-on experience in equipment troubleshooting and repair 
• Strong mechanical and electrical diagnostic skills; lab equipment experience a plus 
• Excellent communication and customer service skills 
• Experience with Microsoft Office; ERP/CRM experience preferred 
• Ability to work independently and manage both field and in-house tasks 
• Valid driver’s license and willingness to travel throughout the U.S.

Travel

• This role requires travel throughout the U.S., including air travel and overnight stays of two or more consecutive days. Travel is based on customer needs and cannot be limited to New England or single-day trips.

This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise the job description at any time. The employee must be able to perform the primary functions of the position satisfactorily and that, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the primary functions of their job, absent undue hardship.

 INTEGRA Biosciences US is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, national origin, disability, protected Veteran status, uniform service, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law.