Field Service Engineer II

This is a fully remote position, open to applicants in North Carolina, +3 more states.

📋 Description

• Execute installations, upgrades, preventive maintenance, and repairs of Saphyr and Stratys systems at client locations.

• Identify and troubleshoot complex instrument issues to reduce downtime.

• Maintain consistent communication with customers and internal collaborators to ensure timely resolutions and uphold customer satisfaction.

• Work in conjunction with regional and global Field Service Engineers (FSE), Field Application Specialists (FAS), Sales, Development, and Technical Support teams.

• Deliver prompt and precise installation and maintenance reports, manage parts ordering and returns, and handle expense reporting.

• Update internal partners with customer information in alignment with BNG objectives.

• Offer technical insights and design recommendations for product enhancements.

• Utilize the company’s customer database (CRM) accurately.

• Undertake additional responsibilities as assigned.

• Travel both domestically and internationally as required to address customer needs.

⛳️ Requirements

• Background in the alignment and troubleshooting of imaging systems or related research/clinical devices.

• Strong professional communication and writing abilities, with a knack for effective interactions with customers and internal stakeholders.

• Possession of a valid driver’s license.

• Valid passport or the capacity to secure one within three months of the start date.

• Reside in proximity to a major airport.

• Qualification in Electrical or Mechanical Engineering, Biosciences, or relevant military experience with electronics/optical imaging expertise.

• Minimum of four years of experience supporting capital equipment in research or clinical settings.

• Preferred experience in capital equipment support within research laboratory environments.

• Familiarity with complex electronics troubleshooting, LASER imaging, or Linux Server/Networking is advantageous.

• Must be able to travel, including internationally, without personal assistance.

• Capability to operate and drive motor vehicles.

• Ability to occasionally lift or move objects weighing up to 60 pounds.

• Willingness to work in varying temperature conditions, hazardous environments, low ventilation areas, noisy settings, and confined spaces.

🏝️ Benefits

• Option for remote work.

• Anticipated travel time of up to 60%.

• Reasonable accommodations may be provided for qualified individuals with disabilities.