Field Service Engineer, Northeast

Instrument Support

• 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.

Customer Experience

• Develop strong customer relationships built on trust, respect, and empathy.
• Collaborate and communicate effectively with all stakeholders.
• Work closely with internal partners (e.g., Sales, Operations, Product Development, Quality) to advocate for customer needs and champion a successful outcome.
• Identify, document, and communicate customer experience feedback.
• Identify and propose new ways to add value to the customer experience.
• Participate on teams to represent the voice of customer

Minimum Qualifications

• 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.

Preferred Skills and Experience

• 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 accordingly.