Field Service Engineer

HK Recruiting - Boston, MA

Our client is a global life sciences company whose aim is to empower scientists with pioneering digital PCR solutions to build the future of focused genomics. Since 2016, they have been providing research organizations specialized in molecular biology and genetic analysis with its naica system, a ground-breaking digital PCR solution that enables scientists to detect and quantity DNA mutations with unrivalled precision. This multi-disciplinary team in microfluidics, mechanical engineering, biology, and software shares a passion for building digital genomic tools and discovering new biological findings with our customers.

Our client is looking for a Field Service Engineer in the Boston area for Crystal Digital PCR. As Field Service Engineer, you will help the Commercial Operations team deliver first class service to support the Company’s sales efforts. You will be responsible for installing, supporting, and performing planned maintenance on our naica system at customer sites in North America. The Field Service Engineer will be a key contact in conjunction with our Field Application team for responding to issues and maintaining relationships with customers. US headquarters located in Beverly, MA (relocation to Burlington MA is planned for Q1 2022).

 

RESPONSIBILITIES

  • Organize and prioritize schedule in accordance with customer requirements to determine needs for immediate attention, onsite visits, and remote assistance.

  • Secure customer acceptance of install and repairs.

  • Problem-solving tasks may include resolving mechanical/software issues, and reinstalling

    software or hardware.
  • Enhance the customer’s positive experience by recognizing their needs and providing

    solutions that meet and often surpass those needs.
  • Communicate effectively both internally and externally, to document actions and item

  • performed, schedule future preventive maintenance needs, and other engineering

    functions.
  • Provide phone support to customers and service group personnel related to equipment hardware and software performance and service part ordering.

  • Document and distribute technical information regarding resolutions to field problems, software changes, and product quality improvements.?

  • Review service manual documentation to ensure accuracy and current revision levels.

  • Determine appropriate preventive maintenance procedures, service parts kits, and schedules to ensure effective on-going equipment maintenance.

     

REQUIREMENTS

  • Bachelor's Degree in Engineering, Electronics, or related discipline

  • At least 2 years of experience in the repair, maintenance, and installation of equipment used in a scientific instrument or laboratory setting

  • Knowledge of Molecular Biology is a plus

  • Strong technical skills involving analytical instrumentation, mechanical aptitude required

  • Demonstrated ability to take ownership of customer issues

  • Compliance with customer laboratory conduct and safety protocols

  • Maintains professional and technical knowledge

  • Strong written and verbal communication skills

  • Ability to draft and execute SOPs and work instructions.

  • The position requires up to 50% travel in North America with the possibility of infrequent international travel

  • Valid work permit or US citizenship and current US passport



Posted On: Tuesday, November 2, 2021



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