Field Service Engineer

Summary

Join Element Biosciences as a Field Service Engineer and play a pivotal role supporting our growing customer base in the Bay Area. This remote position offers the opportunity to leverage your expertise in troubleshooting instrument issues involving software, hardware, and chemistry, while providing onsite installation, qualification, upgrades, repairs, and preventative maintenance service on next-generation sequencers. You will be responsible for identifying and resolving product issues, documenting work in a service CRM, and managing spare parts. This role requires a strong technical background, excellent communication skills, and the ability to work flexible hours. The successful candidate will be a key member of our team, contributing to our mission of improving global health through advancements in genomics.

Requirements

• Associate or Bachelor Degree with 3+ years of relevant experience in engineering, physics, biology, chemistry or related field (or equivalent combination of education and industry experience)
• Ability to troubleshoot issues with complex laboratory equipment involving chemistry, software and hardware
• Strong time management, problem solving, organizational and relationship building skills
• Experience servicing scientific instrumentation involving optics, fluid handling and thermal systems
• 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

Responsibilities

• Provide onsite installation, qualification, upgrades, repairs and preventative maintenance service on next generation sequencers
• Identify root causes and resolve product issues in the field with support when needed
• 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

Preferred Qualifications

• Experience with NGS sequencing instrument and sequencing run set up
• Experience with multiple full life cycle product launches
• Proficient with data collection and analysis tools (eg: in MATLAB, Python, C++ or Java)
• Experience with fluorescence microscopy
• Demonstrated account management skills

Benefits

• Stock options
• Discretionary annual bonus
• No cost health insurance plans
• 401k with company match
• Flexible paid time off