Field Service Engineer

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

📋 Description

• Install, maintain, and repair Seer instruments (Hamilton STARlet) along with their related software and accessories.

• Troubleshoot, diagnose, and resolve instrument-related issues to ensure customer satisfaction.

• Address customer concerns via phone and various remote support methods to facilitate quick resolutions and maintain instrument uptime.

• Record all customer interactions within the CRM system (Salesforce).

• Assess and escalate complex issues that cannot be resolved remotely, collaborating cross-functionally with the automation team and other internal teams to diagnose problems and implement solutions through field actions.

• Provide service training to distributors and new hires as part of their technical onboarding process.

• Generate knowledge articles based on system expertise and key insights.

• Offer secondary or out-of-territory instrument support as necessary.

• Develop and update service procedures and guidelines to reflect best practices.

• Exhibit a strong and collaborative work ethic; must be a self-starter who thrives in a challenging and fast-paced environment.

• Be willing to travel up to 80%, with occasional international travel required.

⛳️ Requirements

• Bachelor’s Degree in an engineering field (e.g., Mechanical Engineering, Electrical Engineering).

• Experience with liquid handlers and/or automation workflows (e.g., Hamilton, Tecan, Beckman).

• Capability to convey technical information in a straightforward and effective manner.

• Ability to anticipate needs and act with urgency to avert potential issues.

• Skill in developing strong relationships with all customers, both internal and external.

• Capacity to manage challenging customer situations with a focus on win-win outcomes.

• Proficiency in recognizing the target audience and adapting communication style accordingly.

• Exceptional communication skills, both verbal and written.

• Strong problem-solving abilities and systems thinking.

• Experience in customer-facing roles, preferably within the life sciences or medical device sectors.

• Ability to occasionally lift, carry, push, pull, or otherwise move approximately 85 lbs.

• Experience in installing and/or repairing the Hamilton Microlab STAR line is a plus.

🏝️ Benefits

• Seer is an equal opportunity employer that prioritizes diversity and inclusion. All applicants will be considered for employment without regard to race, color, national origin, religion, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

• If you are interested in applying for a position and require special assistance or accommodations to do so, please contact our Human Resources department.