Sr. Field Service Engineer
$120,000–$160,000 year
On-sitePalo Alto, California, United States
Job Summary
Perform on-site installation, setup, and qualification of Countable PCR units and third-party equipment at customer laboratories. Execute scheduled preventative maintenance visits to ensure instrument performance and calibration accuracy. Diagnose and resolve hardware, software, and mechanical issues for both Countable instruments and supporting diagnostic devices. Serve as the primary technical point of contact for customer inquiries regarding instrument operation and error codes. Provide hands-on training to lab staff on proper instrument operation and routine care. Maintain van and site stock of spare parts and consumables, tracking usage through the field-service management system. Complete service reports, calibration records, and maintenance logs in accordance with GMP/ISO standards. Travel globally to customer sites, with an estimated 75-80% of time spent on the road.
Required Qualifications
- Bachelor's degree in Electronics, Biomedical Engineering, Engineering Technology, or a related technical field; equivalent military or technical-school training also considered.
- 5+ years in field service, biomedical/laboratory equipment repair, or technical support for diagnostic or life-sciences instrumentation.
- Proficiency with hand tools, multimeters, and diagnostic software; ability to read schematics, wiring diagrams, and technical service manuals.
- Ability to lift 75-150 lbs, work in varied lab environments, and perform tasks requiring fine motor dexterity and close-up visual inspection.
- Valid driver's license and ability to travel to customer sites globally, including overnight travel (estimated 75 - 80% of the time)
Desired Qualifications
- Experience servicing lab instrumentation from manufacturers of similar pcr instruments and/or diagnostics/life-sciences companies is a strong plus.
- Hands-on familiarity with centrifuges and thermal cyclers specifically is highly desired.
- Strong customer-facing communication skills and comfort representing the company independently on-site.
- Ability to manage a multi-site service territory and prioritize competing service requests.
- Comfort working with a customer relationship management (CRM) or field-service management tool to log visits, parts, and case notes to ensure up-to-date asset tracking of system placements.
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