Field Service Engineer

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Deliver technical customer support for MLD and RRD products, encompassing troubleshooting, diagnostics, and resolution assistance.

• Assist with installation, qualification, preventive maintenance, and service tasks in the field as required.

• Convert customer concerns into clear, actionable updates for internal teams to facilitate prompt resolutions and ongoing enhancements.

• Travel within the MD/DC region as well as the Philadelphia and broader PA/NJ area, with approximately 80% travel, including potential overnight stays based on customer requirements.

• Keep precise service records, adhere to established processes, and contribute to ensuring a superior customer experience.

• Report to the Mid-Atlantic Team Leader and collaborate closely with internal teams.

⛳️ Requirements

• Bachelor's degree in Engineering, Life Sciences, Biomedical Sciences, or a STEM-related field.

• A minimum of 3 years of experience in technical customer service, field service engineering, technical support, or a client-facing service role within a laboratory, life science, or regulated technology setting.

• Strong troubleshooting abilities with the capacity to methodically progress from customer symptoms to root cause, utilizing documented protocols and tools.

• Preferred: Over 3 years of experience supporting Applied Genomics or Life Science instruments and associated systems, including service, validation support, or qualification tasks.

• Preferred: Knowledge of service documentation, change tracking, and structured problem-solving methodologies employed in technical settings.

• Preferred: More than 3 years of experience coordinating with cross-functional internal teams to resolve intricate issues.

🏝️ Benefits

• Experience personalized career paths with development opportunities focused on growth.

• Engage in purpose-driven work that positively impacts society.

• Be part of a values-driven culture that promotes inclusivity and innovation.

• Medical, Dental, and Vision Insurance Options.

• Life and Disability Insurance.

• Paid Time-Off.

• Parental Benefits.

• Compassionate Care Leave.

• 401k with Company Match.

• Employee Stock Purchase Plan.