Engineer II, Field Service

This is a fully remote position, open to applicants in Texas.

📋 Description

• Install, maintain, troubleshoot, and repair advanced analytical and scientific instruments at customer locations.

• Identify and resolve complex electrical, electronic, mechanical, and system-related issues, determining appropriate corrective measures.

• Conduct preventive maintenance, system upgrades, calibrations, and scheduled service tasks.

• Provide support for advanced NGS and clinical sequencing instruments and related technologies.

• Address customer service requests promptly, including urgent support requirements.

• Offer technical guidance and training to customers on the operation, maintenance, and best practices for equipment.

• Communicate technical challenges, service activities, recommendations, and solutions to customers and internal teams.

• Document service actions and create comprehensive service reports.

• Keep accurate service records utilizing service management systems.

• Interpret technical documentation, electrical diagrams, schematics, and service procedures.

• Collaborate with technical support, applications, commercial, and other internal teams to resolve intricate customer challenges.

• Manage assigned service tasks and travel itineraries to fulfill customer obligations.

• Cultivate customer relationships and enhance customer satisfaction and loyalty.

• Adhere to safety, quality, regulatory, and company protocols.

• Maintain necessary tools, testing equipment, parts, and other resources.

• Identify recurring technical problems and relay findings for product and service enhancements.

⛳️ Requirements

• An advanced degree in Electronics, Engineering, Physics, Chemistry, or a related technical or scientific field; or a bachelor’s degree in a related area with a minimum of 2 years of practical technical experience.

• Proficient troubleshooting skills in electrical, electronic, and mechanical systems.

• Capability to diagnose systems and components using technical documentation, schematics, diagnostic tools, and established protocols.

• Preferred experience with ultra-high-vacuum systems and high-voltage equipment.

• Beneficial experience with analytical, life sciences, sequencing, clinical, semiconductor, or similarly complex instrumentation.

• Strong analytical and problem-solving abilities.

• Exceptional customer service aptitude.

• Strong written and verbal communication capabilities.

• Ability to convey technical concepts and deliver effective equipment training to customers.

• Strong organizational, prioritization, and time-management skills.

• Capacity to manage multiple customer needs and shifting priorities.

• Experience documenting technical service tasks and producing clear, detailed reports.

• Proficient in Microsoft Office applications and familiar with service management software.

• Proficiency in English; additional language skills are advantageous.

• Ability to work independently and collaboratively as part of a geographically distributed team.

• Proven commitment to safety, quality, and compliance standards.

• Valid driver’s license required.

• Willingness to travel approximately 50–75% within the designated territory.

• Capability to respond to customer needs with short notice.

• Ability to lift and transport equipment or materials weighing up to 50 pounds.

• Capacity to work safely in laboratory, research, clinical, industrial, and other customer environments.

• Ability to perform the physical tasks necessary for the installation, servicing, and maintenance of scientific instrumentation.

🏝️ Benefits

• Engaging work with a positive impact on a global scale.

• Career development resources and support tailored to individual career aspirations.

• Opportunity to engage with cutting-edge next-generation sequencing (NGS) and clinical sequencing technologies.

• Opportunities for customer service and technical training.

• Collaboration within a global, geographically dispersed team.