Field Service Engineer II, New York

$79,040 - $89,440/Yr

Ultima Genomics - Tarrytown, NY

Full-time - Mid Level

Tarrytown, NY

251-500 employees

Professional, Scientific, and Technical Services

About the position

Ultima Genomics is seeking a highly motivated Field Service Engineer II to join our rapidly growing team in Tarrytown, New York. As a key member of our organization, you will provide on-site service to one primary account, which includes the repair and installation of our cutting-edge genomic instrumentation. Your role will also involve operating instruments when necessary and managing lab inventories to ensure seamless operations. You will be responsible for reviewing technical reports and documents from customers, analyzing issues in collaboration with our technical staff to identify root causes, and effectively communicating next steps and timelines to our customers. In this position, you will maintain detailed records of tool configurations related to hardware, software, consumables, and application releases. You will act as a liaison between customers and our research and development groups, fostering a strong working relationship that instills confidence and credibility in our company and products. Your goal will be to exceed customer expectations regarding service, support, and the products under development. Additionally, you will summarize and communicate issues to development engineers for triage and participate in root cause analysis investigations, ensuring that we continuously improve our offerings. This role requires a proactive approach and the ability to adapt to various challenges as they arise. You will also be expected to perform other duties as assigned, contributing to the overall success of our team and the company’s mission to advance genomic technologies.

Responsibilities

• Provide on-site service to one primary account, including repair and installation of company instrumentation, operation of instruments when needed, and managing lab inventories.
• Review technical reports and documents from customers, analyze issues with technical staff to find root cause, and communicate next steps and timelines to customers.
• Maintain records of tool configurations pertaining to hardware, software, consumables, and application releases.
• Manage customer interface with research and development groups, maintaining a working relationship with customers and instilling confidence and credibility in the company and product.
• Exceed customer expectations of service, support, and the product under development.
• Summarize and communicate issues to development engineers for triage and participate in root cause analysis investigations.
• Perform other duties as assigned.

Requirements

• BS in scientific or engineering field.
• 2-5 years of relevant engineering or field service experience, preferably in the biotech or capital equipment industry.
• Experience in electro-mechanical assembly, server installations, and instrumentation troubleshooting.
• Skilled at interpreting technical documentation and schematics (electrical, wiring, fluidic, and mechanical drawings).
• Ability to work independently and in a group.
• Good people skills.
• Talented at building prototypes from preliminary drawings and schematics.
• Meticulous and detail-oriented with excellent organizational and verbal and written communication skills.
• Motivated and willing to work in a fast-paced environment as part of a hard-working and multidisciplinary team.
• Ability to travel domestically and internationally, up to 20% of the time, and holding a valid US driver's license.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) retirement plan
• Flexible spending account
• Health savings account
• Paid holidays
• Paid time off
• Employee assistance program
• Other company benefits