FIELD SERVICE ENGINEER CA BASED (SAN FRANCISCO)

Emulate - San Francisco, CA

Full-time - Mid Level

Remote - San Francisco, CA

Construction of Buildings

About the position

The Field Service Engineer (FSE) is a pivotal technical role within the Global Customer Success Team at Emulate, Inc., primarily servicing the Western states, with a focus on the Los Angeles, San Diego, and San Francisco metro areas. This position is responsible for providing comprehensive technical support, diagnostics, and troubleshooting for Emulate systems, both onsite and remotely. The FSE will leverage extensive knowledge of microfluidic pressure-driven systems and demonstrate a strong commitment to customer support. Key responsibilities include documenting repairs, calibrating, and validating Human Emulation Systems. The ideal candidate will possess the ability to diagnose and independently repair instruments, with a background in troubleshooting and failure analysis. This role entails significant travel, with expectations of up to 80% travel, including potential travel outside the assigned territory. At Emulate, we are dedicated to fostering a human-centric approach to biological innovation. Our culture emphasizes collaboration, growth, and development, while promoting a diverse and inclusive workplace. As a Field Service Engineer, you will embody our core values of being CURIOUS, RELENTLESS, ACCOUNTABLE, HUMAN, and ONE. This means actively identifying and resolving system issues, managing time effectively to meet deadlines, representing Emulate professionally in all customer interactions, and collaborating with cross-functional teams to enhance our products and customer experience. The role also includes additional tasks and responsibilities as needed, ensuring a dynamic and engaging work environment.

Responsibilities

• Identify, analyze, and resolve system issues, along with proper documentation of repairs.
• Install, upgrade, troubleshoot, and service the Human Emulation System (Zoe-CM2 and Zoe-Orb) at customer sites.
• Provide remote support via telephone, email, and chat.
• Provide training and demonstrations of the Human Emulation System hardware.
• Manage and prioritize time and tasks to meet organizational deadlines.
• Document all work per Standard Operating Procedures using Salesforce and other supporting documents.
• Calibrate and Validate Human Emulation Systems per SOP.
• Adhere to field safety, 5S, and ISO standards.
• Collaborate with cross-functional teams to provide input, feedback, and guidance to improve products and processes.

Requirements

• Engineering degree or 3-5 years of relevant experience with pneumatics, electrical systems, and mechanical systems.
• Minimum 3 years' experience supporting customers.
• Experience with quality documentation, troubleshooting systems, and CRM usage (SFDC or similar).
• Experience in life science industry setting or training experience is a plus.
• Excellent communication and presentation skills required.
• Self-motivated, ability to work independently and as part of a multidisciplinary team.
• Strong initiative and dedication to high quality work.
• Strong analytical and problem-solving skills, ability to prioritize work.
• Strong judgment and decision-making skills.
• Ability to develop and maintain deep relationships with thought leaders and internal customers.

Nice-to-haves

• Experience in life science industry setting or training experience is a plus.