Senior Product Support Engineer

Role Summary

Senior Product Support Engineer responsible for installing, supporting, and improving complex biotech instrumentation onsite and at customer sites. The role sits at the intersection of customers, engineering, manufacturing, and quality to ensure high system availability and rapid product feedback during early commercialization. It is hands-on, customer-facing, and requires strong technical troubleshooting and disciplined documentation.

Responsibilities

• Install, commission, and qualify instruments internally and at customer sites
• Diagnose and resolve hardware, software, fluidic, optical, and electromechanical issues
• Perform preventative and corrective maintenance to maintain target system uptime
• Respond to internal and external customer escalations
• Provide on-site and remote technical support
• Represent the company professionally in customer laboratories and production environments
• Troubleshoot complex system failures using structured problem-solving (RCCA)
• Identify recurring failure modes and contribute to root cause analysis
• Document issues clearly and feed findings back to Engineering, Manufacturing, and Quality
• Support beta, early access, and commercial customers with high service expectations
• Capture field data on reliability, usage patterns, and failure rates
• Contribute to design-for-serviceability (DFS), reliability, and DFM/DFT improvements
• Support implementation of design changes, ECOs, and service bulletins
• Participate in pilot builds, validation testing, and release readiness activities
• Create and maintain service procedures, troubleshooting guides, and installation documentation
• Follow complaint handling, nonconformance, and CAPA processes
• Ensure service activities comply with company quality system requirements
• Support traceability of parts, repairs, and service actions
• Partner with Engineering to debug early designs and validate fixes
• Work with Manufacturing and Supply Chain to improve part quality and availability
• Support Product Management with customer feedback and field insights
• Assist Sales and Applications teams during critical customer interactions when needed

Qualifications

• 4-8 years of experience supporting complex instruments or capital equipment
• Experience in biotech, life science devices, medical devices, or analytical instrumentation strongly preferred
• Strong hands-on troubleshooting of electromechanical and fluids systems
• Comprehensive knowledge of optical imaging systems, with particular strengths in fluorescent imaging
• Experience with fluidics, pneumatics, sensors, valves, optics, or robotics preferred
• Comfortable working with PC & Linux based systems, firmware, and software diagnostics
• Ability to read & create schematics, drawings, and technical documentation
• Excellent problem-solving and root cause analysis skills
• Strong written and verbal communication
• Comfortable working independently in customer environments
• Able to manage multiple priorities in a fast-paced and evolving organization

Education

• Bachelor’s degree in engineering, Biotechnology, or related technical field

Additional Requirements

• Flexibility to travel up to 50%