Field Service Engineer

This is a fully remote position, open to applicants in New Jersey, +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 operations in the field.

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

• Travel across the NJ/NYC area, Philadelphia, and provide backup support in the MD/DC region.

• Ensure accurate maintenance of service documentation.

• Adhere to defined processes and contribute to delivering a high-quality customer experience.

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

⛳️ Requirements

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

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

• Proficient troubleshooting skills with the capability to methodically analyze customer symptoms to identify root causes, utilizing documented procedures 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 methods utilized in technical settings.

• Preferred: More than 3 years of experience working with cross-functional internal teams to address complex issues.

• Willingness to travel approximately 80% within NJ/NYC, Philadelphia, and offer backup coverage in the MD/DC area.

• Some overnight travel may be necessary based on customer requirements.

🏝️ Benefits

• 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.

• Opportunities for growth-oriented development.

• Work that is purpose-driven.

• A values-driven culture that promotes inclusivity and innovation.