Field Service Engineer East Boston, MA

$65,500 - $150,000/Yr

Unchained Labs - Boston, MA

Full-time - Mid Level

Boston, MA

Computer and Electronic Product Manufacturing

About the position

The Field Service Engineer role at Unchained Labs is focused on providing exceptional service and support for a range of advanced scientific instrumentation used in biologics, gene therapy, cell therapy, LNP, and genomics. This position is critical in helping customers achieve their research and development goals while fostering strong relationships. The role requires significant travel across the East Coast and involves both on-site and remote support, making it essential for the engineer to be self-driven and adaptable in a fast-paced environment.

Responsibilities

• Travel to customer sites to perform installations, preventive maintenance, qualifications, and repairs
• Provide remote troubleshooting support to assist customers effectively
• Document service cases and detailed reports in Salesforce CRM
• Manage workload, plan schedule, travel, and parts/tools to meet customer needs efficiently
• Act as a customer advocate by sharing feedback and insights from the field to help improve service
• Deliver exceptional customer service and ensure customer satisfaction

Requirements

• Bachelor of Science degree or higher in a STEM field, or equivalent experience in industry
• 3+ years of experience providing field customer service for analytical laboratory instruments
• Strong operational and troubleshooting skills for electro-opto-mechanical systems
• Excellent communication and interpersonal skills
• Self-driven and thrive in an environment with high-performance expectations
• Willing to travel over 75% primarily within Eastern USA & Canada, with occasional travel throughout North America

Benefits

• Annual bonus or commission program
• Comprehensive health and retirement benefit programs