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Salary: USD 120,000 - 170,000 / annual
Cellanome, a well-funded biotech startup, is seeking a Senior Field Service Engineer to join its growing team. You will be responsible for instrument service implementation, including installation, maintenance, troubleshooting, and repair of proprietary instruments and platforms at internal and external customer sites. Working in partnership with Field Application Scientists, you will provide technical support to ensure optimal use and customer satisfaction, while supporting new product introductions and field deployments.
Key responsibilities include:
- Travel to customer and collaborator sites to provide timely technical support, troubleshooting, design evaluation, and problem-solving/repair
- Conduct customer site inspections for instrument receipt, installation, and relocations
- Ensure compliance with instrument specifications and warranty commitments
- Maintain and document work performed in service reports
- Provide requirements and feedback for improved product reliability, serviceability, and design
- Perform verification testing and preventative maintenance for the external instrument fleet
- Support internal instrument fleet maintenance and service; provide feedback to Research and Product Development teams
- Travel up to 50% of working time, including overnight and weekend travel as needed
Physical requirements include ability to lift up to 50 lbs (approximately 15% of working day), work in front of a computer screen 90% of the time, grasp and pinch with hands, reach above shoulder height, and comply with personal protective equipment requirements.
Requirements:
- 5+ years of field service experience in a technical role
- Hands-on experience with instrumentation and laboratory equipment; experience as an end-user of related instrumentation
- Knowledge of cellular biology
- Experience with Salesforce and MasterControl or similar CRM and document control systems
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
- Ability to work independently and manage multiple priorities
- Valid driver's license and ability to travel up to 50% of the time
