Field Service Engineer

🕒 April 30

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 Field Service Engineer

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Seer

WebsiteLinkedInAll Job Openings

51 - 200 employees

🧬 Biotechnology

🔬 Science

⚕️ Healthcare Insurance

Biotechnology • Science • Healthcare Insurance

Seer is a pioneering company in the field of proteomics, aiming to revolutionize the way researchers explore the proteome. Through its flagship Proteograph Product Suite, Seer enables deep, unbiased, and rapid proteomics at scale, allowing scientists to analyze complex proteins and peptides with unprecedented coverage and throughput. The company's mission is to eliminate technological barriers in proteomics, advancing it at a pace comparable to genomics and transcriptomics, thus fostering exceptional scientific outcomes and improving human health. Seer provides comprehensive support and resources including training, webinars, and a vast catalog of multi-species proteins to assist researchers in unlocking the secrets of the proteome. The company also collaborates with global service partners and maintains active investor and community engagement.

📋 Description

• Install, maintain, and repair Seer instruments (Hamilton STARlet) and associated software and accessories. • Troubleshoot, diagnose and resolve instrument issues to customer satisfaction. • Resolve customer issues via phone and other remote support mechanisms to drive quick resolutions and maintain instrument uptime. • Document all customer interactions within the CRM system (Salesforce). • Triage and escalate complex issues which cannot be resolved remotely and work cross-functionally with the automation team and other internal teams to diagnose issues and apply corrections via field actions. • Deliver service training to distributors and new hires as part of technical onboarding. • Create knowledge articles based on system expertise and key learnings. • Provide secondary/out-of-territory instrument support as needed. • Create and update service procedures and guidelines for best practices. • Strong and collaborative work ethic; must be a self-starter that embraces a challenging and fast-paced work environment. • Willing to travel up to 80%. Occasional international travel may be required.

🎯 Requirements

• Bachelor’s Degree in an engineering discipline (e.g., Mechanical Engineering, Electrical Engineering). • Experience with liquid handlers and/or automation workflows (e.g., Hamilton, Tecan, Beckman). • Ability to deliver technical information in a simple and effective manner. • Ability to anticipate needs and act with a sense of urgency to prevent issues. • Ability to develop strong relationships with all customers, internal and external. • Ability to handle difficult customer situations and focus on win-win outcomes. • Ability to recognize target audience and tailor communication style accordingly. • Excellent communication skills, both verbal and written. • Excellent problem-solving skills and systems thinking. • Customer-facing experience, ideally in the life science or medical device industry. • Ability to occasionally lift, carry, push, pull or otherwise move approximately 85 lbs. • Experience installing and/or repairing Hamilton Microlab STAR line is a plus.

🏖️ Benefits

• Seer is an equal opportunity employer that values diversity and inclusion. All applicants will be considered for employment without attention 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 employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department.