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Senior Field Service Engineer - Mid-Atlantic/Southeast

Remote Customer Support Regular Full Time
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At Element Biosciences, we are passionate about our mission to develop high performing products to study genomics with unprecedented flexibility and quality that enable researchers to better understand biology for the improvement of global health. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

We are seeking an experienced Senior Field Service Engineer II who will play a pivotal role supporting our growing customer base in theMid-Atlantic &Southeast. This is an incredible opportunity for someone who is passionate about customer support and winning for the team. We are looking for candidates with a solid background in the NGS industry. Experience with troubleshooting issues with complex laboratory equipment involving chemistry, software and hardware is a must. This role will report to the Manager, Field Service Engineering and will be a Remote based role.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

  • Providing onsite installation, qualification, upgrades, repairs and preventative maintenance service on next generation sequencers
  • Identifying root causes and resolving product issues in the field
  • Collaborating with internal partners to resolve customer issues and improve processes
  • Supporting LATAM and EMEA direct and indirect service channels
  • Interacting with customers to offer and assist in service contract sales and other service products
  • Assessing maintenance/service needs and implementing a plan of action for instrument service
  • Displaying professionalism, understanding, tact and technical knowledge in all customer interactions
  • Implementing and following policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc
  • Utilizing service CRM software to accurately document work in a timely manner

Education and Experience:

  • Bachelor Degree or MS with 12+ years of relevant experience in engineering, physics, biology, chemistry or related field (or equivalent combination of education and industry experience)
  • Experience with NGS sequencing instrument and sequencing run setup preferred
  • Ability to troubleshoot issues with complex laboratory equipment involving chemistry, software and hardware
  • Experience working with indirect support channels, distributors, and international partners
  • Ability to work cross-functionally and drive various service-related projects with minimal supervision
  • Proven track record of working on teams that have taken products from concept to market
  • Experience developing or servicing scientific instrumentation involving optics, fluid handling and thermal systems
  • Experience with multiple full life cycle product launches preferred
  • Proficient with data collection and analysis tools (eg: in MATLAB, Python, C++ or Java) preferred
  • Experience with fluorescence microscopy helpful
  • Excellent verbal and written communications skills, including technical writing abilities
  • Demonstrated account management skills preferred
  • Fluent in English, Spanish or another second language is a nice to have

Physical Requirements:

  • Frequently moves boxes weighing up to 20 pounds
  • Must be flexible in working hours as this position may require customer support during non-regular business hours

Location:

  • Remote – Mid-Atlantic or Southeast Region

Travel: 

  • Domestic and international travel up to 80%

Job Type:

  • Full-time/Non-exempt - hourly and eligible for overtime

Base Compensation Pay Range:

  • $111,000 - $145,000

 

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off. 

 

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience. 

 

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.