Senior Field Service Engineer - APJ

Remote Customer Support Regular Full Time
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At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. 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 who will play a pivotal role supporting our growing customer base in theAPJ Region. This is an incredible opportunity for someone who is passionate about providing field service support to both direct customers and Element’s Channel Partner service personnel. We are looking for candidates with a solid background in the NGS industry and relevant experience working with Channel Partners in the APJ region.

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

Essential Functions and Responsibilities:

  • Provide onsite installation, qualification, upgrades, repairs and preventative maintenance service on next generation sequencers for direct customers
  • Support APJ Channel Partner service personnel teams with escalation troubleshooting, both virtually and in-person
  • Collaborate with internal Service & Support partners to resolve customer issues and improve processes
  • Assist with technical on-boarding and training activities of Channel Parter Service Personnel
  • Communicate product updates and new product offerings to regional service partners and potential end customers
  • Identify system root causes and resolving product issues in the field
  • Assess maintenance/service needs and implementing a plan of action for instrument service
  • Display professionalism, understanding, tact and technical knowledge in all customer interactions
  • Implement and follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc
  • Utilize service CRM software to accurately document work in a timely manner

Education and Experience:

  • Bachelor Degree or MS with 8+ 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
  • Must be flexible in working hours as this position may require customer support during non-regular business hours
  • Demonstrated account management skills preferred
  • Fluent in English and another second language is a plus

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 – APJ Region based

Travel: 

  • International travel up to 50%

Job Type:

  • Full-time/Exempt

 

 

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.