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Element Biosciences is seeking an experienced Field Service Engineer to support its growing customer base across Germany, France, and Switzerland, with travel throughout the EMEA region. This role is based in Germany (preferably Karlsruhe, Freiburg, or along the French border) and reports to the Senior Field Service Manager, EMEA.
You will be responsible for providing onsite installation, qualification, upgrades, repairs, and preventative maintenance on next-generation sequencers. Key responsibilities include identifying root causes and resolving product issues in the field, collaborating with internal partners to address customer issues and improve processes, and interacting with customers to support service contract sales and other service products. You will assess maintenance and service needs, implement action plans for instrument service, and maintain professionalism and technical knowledge in all customer interactions. Additional duties include managing spare parts (ordering, usage, returns, physical counts, car stock), documenting work accurately in service CRM software, and traveling within the EMEA region as needed.
Element Biosciences develops high-performing genomics products that enable researchers to study biology with unprecedented flexibility and quality. The company emphasizes scientific integrity, collegiality, honesty, objectivity, and openness.
REQUIREMENTS:
- Bachelor's degree or master's degree in engineering, physics, biology, chemistry, or related field, with 2+ years of relevant industry experience (or equivalent combination of education and experience)
- Demonstrated ability to troubleshoot complex laboratory equipment involving chemistry, software, and hardware
- Fluent written and verbal English and German (required)
- Experience with NGS sequencing instruments and sequencing run setup (preferred)
- Experience supporting multiple full-lifecycle product launches (preferred)
- Proficiency with data collection and analysis tools such as MATLAB, Python, C++, or Java (preferred)
- Experience with fluorescence microscopy (preferred)
- Excellent written and verbal communication skills, including ability to create and communicate technical documentation
- Demonstrated account management or customer relationship management experience (preferred)
- Basic Linux knowledge (preferred)
- Basic French proficiency (preferred)
- Physical ability to frequently move boxes weighing up to 20 pounds
- Flexibility for non-regular business hours customer support
- International and domestic travel up to 80%
