Position Summary:

The Field Service Engineer 2 position is responsible for customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Field Service Engineer 2 partners with customers to install and maintain all hardware including customer troubleshooting, and complaint resolution. This position serves as an engineering consultant during pre- and post-sales activities and will collaborate with broader commercial team to maximize sales growth, support instrument uptime and customer satisfaction.

This position will provide daily on-site support performing installation, upgrade, diagnoses, troubleshooting, and repair of complex equipment and systems.

This role requires proficient troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships across district Service and Support teams, Regional Product Support, Marketing, Sales, Customer Service, and Quality organizations.

Responsibilities:

• Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Field Applications Scientist/Specialists, and Territory Account Managers

• Demonstrates technical competence while installing, upgrading repairing, and maintaining instrument systems in defined territory

• Utilize and maintain up to date Service and training manuals, Field Service Bulletin, SOPs and facilitate remote connectivity to customer instrumentation

• Provide technical support to customers, Junior engineers, colleagues and contractors.

• Coordinate and prioritize service requests to establish best intervention method and ensure customer satisfaction.

• Ensure proper inventory levels and control accuracy of service parts to promote first time fix

• Work in conjunction with sales and marketing staff to coordinate new system placements, discover leads, promote upgrades and timely contract renewals etc.

• Establish and maintain relationships with key customers and the existing customer base to ensure their success utilizing our products and services

• Provide effective problem resolution assistance to subsidiary or distributor support

• Represent the company professionally, ethically, and morally at all times.

• Remain compliant with administrative responsibilities and business rules.

• Executes Qualification and Validation Products at customer sites

• Demonstrates knowledge when working in regulated environments

• Coordinate new installations and participate in large-scale installations, that require facility inspections and instrument validation.

• Assist in departmental project teams; work collaboratively to advance project plans

Requirements:

• Minimum two years relevant Field Service experience

• Ability to operate as an independent contributor and as a cooperative member of a team

• Proven problem solving ability

• Strong verbal and written communications skills

• Competent technical writing abilities

• Computer experience and competency is a must

• Experience with optical alignments, robotics, electrical/electronics, and mechanical systems

• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work

• Familiarity of genomics, sequencing applications, and bioinformatics

• Basic knowledge of general lab best practices and lab safety

• Demonstrated ability to resolve customer issues while maintaining positive customer relations.

• Commitment to providing outstanding customer service.

• Ability to successfully operate in a fast paced, rapidly changing environment and maintain composure in stressful situations

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.