Field Service Engineer
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Job Description
Field Service Engineer supporting Seer’s Proteograph platform and associated automation systems. Responsible for installation, repairs, upgrades, and preventive maintenance in a customer-focused role.
Responsibilities:
- Install, maintain, and repair Seer instruments (Hamilton STARlet) and associated software and accessories. • Troubleshoot, diagnose and resolve instrument issues to customer satisfaction. • Resolve customer issues via phone and other remote support mechanisms to drive quick resolutions and maintain instrument uptime. • Document all customer interactions within the CRM system (Salesforce). • Triage and escalate complex issues which cannot be resolved remotely and work cross-functionally with the automation team and other internal teams to diagnose issues and apply corrections via field actions. • Deliver service training to distributors and new hires as part of technical onboarding. • Create knowledge articles based on system expertise and key learnings. • Provide secondary/out-of-territory instrument support as needed. • Create and update service procedures and guidelines for best practices. • Strong and collaborative work ethic; must be a self-starter that embraces a challenging and fast-paced work environment. • Willing to travel up to 80%. Occasional international travel may be required.
Requirements:
- Bachelor’s Degree in an engineering discipline (e.g., Mechanical Engineering, Electrical Engineering). • Experience with liquid handlers and/or automation workflows (e.g., Hamilton, Tecan, Beckman). • Ability to deliver technical information in a simple and effective manner. • Ability to anticipate needs and act with a sense of urgency to prevent issues. • Ability to develop strong relationships with all customers, internal and external. • Ability to handle difficult customer situations and focus on win-win outcomes. • Ability to recognize target audience and tailor communication style accordingly. • Excellent communication skills, both verbal and written. • Excellent problem-solving skills and systems thinking. • Customer-facing experience, ideally in the life science or medical device industry. • Ability to occasionally lift, carry, push, pull or otherwise move approximately 85 lbs. • Experience installing and/or repairing Hamilton Microlab STAR line is a plus.
Benefits:
- Seer is an equal opportunity employer that values diversity and inclusion. All applicants will be considered for employment without attention to race, color, national origin, religion, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. • If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department.
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