Customer Solutions Specialist

San Diego, California, United States Customer Support Full-time
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We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. 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 offer excellent benefits, which include a 401K plan, competitive health benefits, flexible vacation, and equity incentives.



What will you be doing?

  • Partner closely with the field service team to quickly diagnose and repair instrument
  • Ability to troubleshoot and identify a library prep versus hardware issue over the phone
  • Provide primary input or develop advanced troubleshooting documentation
  • Provide feedback to R&D, product quality teams, analyze and initiate improvement projects on systems and subsystems as required
  • Identifying root causes to service issues in the field
  • Influence and drive MTTR, MTBF
  • Define service tools, repair and installation work instructions
  • Define spares parts (including consumables) and associated work instructions
  • Define all diagnostic and test procedures required for support of systems
  • Develop creative and effective support strategies, guidance to service manuals and creation of procedures for new products and product updates
  • Recommendations to design and test methods for verification of all service procedures
  • Validate service advanced troubleshooting documentation and software
  • Provide guidance and mentoring to associates of junior levels
  • Assessing maintenance/service needs and implementing a plan of action for onsite instrument service
  • Displaying professionalism, understanding, tact, fairness and technical knowledge in all customer interactions
  • Assist in training new hires
  • Collaborating with internal partners to resolve customer issues and improve processes
  • Utilizing service CRM software to dispatch and accurately document work in a timely manner



What skills / experience do you need?


  • Experience designing, implementing, and characterizing complex optical systems and modules
  • Analyze problems in existing systems, troubleshoot and develop solutions
  • Experience with fluorescence microscopy preferred
  • Experience with multiple full life cycle product launches preferred
  • Proficient with optimization and analysis tools (eg: in MATLAB, Python, C++ or Java) preferred
  • Proven track record of working on teams that have taken products from concept to market
  • Experience working with instrumentation, fluid handling and pneumatic systems is a plus
  • Excellent verbal and written communications skills
  • Must have good 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



  • Bachelor’s degree in mechanical/electrical engineering, biology, chemistry or related field (High School Diploma required, Bachelors preferred, or equivalent military training)
  • Minimum of 5 years’ experience with service and/or manufacturing in high-tech industry or laboratory