Standard BioTools is looking for Field Service Engineer I/II to provide break-fix instrument service to Standard BioTools customers, serving as the primary customer contact on technical and service-related issues. He or she must be able to troubleshoot complex problems within an operational interplay of software, hardware, and chemistry. He or she must be committed to total customer satisfaction, with the ability to demonstrate outstanding interpersonal skills and solid judgment. A team player is essential as this position will have a great degree of overlap with various interdisciplinary groups within the organization. This position is a field-based position, but some travel outside the region is to be expected.
Essential Duties & Responsibilities:
- Responsible for system installations, service visits, and technical support case management.
- Instrument hardware and software troubleshooting, often under challenging conditions.
- Contribute to high-value service related procedures and documents.
- Identify areas for product and process improvement and communicate these accordingly.
- Adopt and leverage our Salesforce.com business policies, procedures, and reporting.
- Take a collaborative and proactive approach to work efficiently and teach as well as learn from others, either within the region or cross-regionally, or cross-functionally.
- Around 60% travel is routinely required on both a scheduled and unscheduled basis.
- Any other duties as assigned by supervisor.
Minimum Qualifications:
- BS in Science or Engineering discipline with 4+ years of industry and field-services experiences for mass spectrometer instruments and life sciences instruments and / or combination of experience and education / training.
Knowledge/Skills/Abilities:
- Technical support/service experience required.
- Substantial working knowledge of electrical and mechanical sub-systems.
- Expertise in employing root cause analysis and corrective action methodologies.
- Windows Operating System expert.
- Prior work with Life Science instrumentation, especially Mass Spectrometers is highly desirable.
- Salesforce.com CRM familiarity a plus.
