Field Service Engineer Manager (NGS)

Complete Genomics

Complete Genomics

Massachusetts, USA
Posted on Tuesday, June 11, 2024

Are you ready to deliver service that exceeds your customers' expectations with a highly experienced Field Service Engineering team?

Do you thrive in an environment with diversity, communication, collaboration, and teamwork as the core values?

As the Field Service Engineer Manager, you will be responsible for the direction and managing a team of Field Service Engineers. You will help drive FSE training programs, manage day-to-day service operations, gather and report team metrics, and act as an escalation path for the field.

WHAT YOU WILL BE DOING

  • To support development and delivery of training for the FSE team regarding the service procedures and the company's policies and procedures.
  • To supervise the overall customers’ systems installation, PMs, and troubleshooting of their NGS systems.
  • Maintain internal CRM and service systems on a routine basis to track resources, installations, and associated metrics.
  • To design strategies and ensure that all day-to-day services have been controlled and that all the clients' needs have been addressed successfully.
  • To make recommendations and design policies and rules that will reduce the costs and improve the efficiency of the services.
  • To be actively involved in the hiring and training of new employees and to schedule the training sessions accordingly.
  • To work along with the team members and to evaluate their performance in the field.
  • The field service manager works in collaboration with the service managers, engineering teams, product development and management teams, and sales to ensure a high level of customer satisfaction, address product issues, and provide VOC.

WHERE YOU WILL WORK

  • This position is based on-site in San Jose, CA.
  • Travel at least 30% domestic and international.

WHAT YOU WILL BRING US

  • You will have at least 10 years of field service engineering experience installing and maintaining complex life science equipment at customer sites, ideally with next generation sequencers.
  • You will have at least 5 years of direct report management of field service engineers or similar level team members.
  • You must exhibit excellent people management and leadership skills.
  • You should have excellent time management and organization skills.
  • You should be adept at working under stressful work conditions and should have good problem-solving ability.
  • You should have good multi-tasking abilities with excellent written and oral communication skills.
  • You should be able to identify problems and provide well-defined solutions.
  • You must have a flexible attitude and should be willing to travel at any given point of time.

WHAT YOUR EDUCATION LOOKS LIKE

  • Bachelor’s degree in engineering or similar discipline.

HOW WE WILL REWARD YOU

The base salary range for this position is $133,000-184,000 DOE. This position will also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.

Complete Genomics offers its eligible employees and their dependents (including domestic partners) a comprehensive and competitive benefits package. Complete Genomics contributes to the benefits package.

  • Medical, Dental and Vision Coverage
  • Life and AD&D Insurance
  • Long-term and Short-term Disability Insurance
  • Voluntary Life and AD&D Insurance
  • Health Savings Account (HSA)
  • Flexible Spending Accounts (FSA)
  • Domestic Partner Benefits
  • Commuter Program
  • Employee Assistance Program
  • 401(k) Retirement Plan
  • 20 PTO days and 11 holidays per year

Complete Genomics provides equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity and/or expression, age, disability, veteran or uniformed service status, or any other characteristic protected by applicable law.