Field Service Engineer (Greater San Francisco Bay area)

Role Summary

Experienced field service engineer to service revolutionary protein analysis instrumentation. The successful candidate will be a key member of a field team responsible for maintaining instruments and supporting customers to a high standard across North America. The position is based in the Greater San Francisco Bay area and will support our customers throughout the Bay Area, the Pacific Northwest and across North America as needed.

Responsibilities

• Customer and Instrument support - Deliver onsite customer facing and remote support to diagnose and independently repair complex electro-mechanical scientific instruments in a laboratory environment. Maintain daily communications with customers to ensure resolution and proper follow-up. Ability to prepare samples for instrument testing as required, basic laboratory skills are essential. Completion of service protocols, meeting GMP documentation requirements. Field based role with extensive daily travel within North America.
• Schedule, Administration and Inventory management - Works independently with minimal direct supervision. Manage and schedule customer appointments until completion and on occasion, the creation of detailed technical paperwork and support documents. Timely submission of service reports to clients, accurate data entry into CRM software, monthly expenses and mileage logs. Management of personal inventory for successful repairs, field support and cost management.
• Support of sales, field applications team and technical support team - Work collaboratively to support the sales team with pre and post sales inquiries and tasks. Support the field applications and technical support teams both remotely and onsite to ensure successful resolution of complex customer situations and issues.
• The ability to lift and carry tools, parts and instruments weighing up to 50 lbs.

Qualifications

• Required: Bachelor’s degree in an engineering or science field and 3 years’ field service experience in life science, biotech or medical industry OR a minimum of 5 years’ field service experience in life science, biotech or medical industry, preferably with laboratory experience
• Required: Strong computer skills (Windows, Microsoft Office including Outlook and Salesforce)
• Required: Ability to travel as necessary – estimated up to 50%

Skills

• Strong brand ambassador with professional demeanor
• Excellent written and verbal communication skills with the ability to explain complex technical issues clearly
• Excellent attention to detail, analytical problem solving, time management and interpersonal skills
• Resourceful, able to work independently, adapt to frequent changes and complete tasks to get the job done
• Experience diagnosing and repairing mechanical, electrical, fluidic, pneumatic and/or electronic equipment
• Basic laboratory skills, including experience in BSL2 and BSL3 labs
• Valid driver’s license, good driving record and passport is required

Education

• Bachelor’s degree, in an engineering / science field and 3 years’ field service experience in life science, biotech or medical industry OR minimum of 5 years’ field service experience in life science, biotech or medical industry, preferably with laboratory experience
• Strong computer skills (Windows, Microsoft Office including Outlook and Salesforce)

Additional Requirements

• May require overnight travel; some travel within the coverage area, including to the Pacific Northwest, Western Canada and occasionally across North America
• GMP, Biosafety Level 2 and 3 labs