Field Service Engineer

$95,000 - $115,000/Yr

Exosome Diagnostics - San Jose, CA

Full-time - Mid Level

Remote - San Jose, CA

Professional, Scientific, and Technical Services

About the position

By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide. We are seeking an experienced field service engineer to service revolutionary protein analysis instrumentation. The successful candidate will be a key member of a field team responsible for maintaining instruments and supporting customers to a high standard across North America. The position is based in the greater San Francisco / San Jose area and will support our customers throughout the Western US and Western Canada, primarily in California, Washington, Oregon, Montana, Nevada, Utah, and Colorado, with occasional travel and support for customers outside of this area. Importantly, no on-call or standby coverage is required. In this role, you will deliver onsite customer-facing and remote support to diagnose and independently repair complex electro-mechanical scientific instruments in a laboratory environment. You will maintain daily communications with customers to ensure resolution and proper follow-up, and you will be responsible for preparing samples for instrument testing as required, which necessitates basic laboratory skills. You will also be tasked with the completion of service protocols, ensuring compliance with GMP documentation requirements. This is a field-based role that involves daily local travel and up to 50% overnight travel. Additionally, you will work independently with minimal direct supervision, managing and scheduling customer appointments until completion. This may include the creation of detailed technical paperwork and support documents, timely submission of service reports to clients, and accurate data entry into CRM software, along with monthly expenses and mileage logs. You will also manage your personal inventory for successful repairs, field support, and cost management. Collaboration is key, as you will support the sales team with pre and post-sales inquiries and tasks, as well as assist the field applications and technical support teams both remotely and onsite to ensure successful resolution of complex customer situations and issues.

Responsibilities

• Deliver onsite customer facing and remote support to diagnose and independently repair complex electro-mechanical scientific instruments in a laboratory environment.
• Maintain daily communications with customers to ensure resolution and proper follow-up.
• Prepare samples for instrument testing as required, utilizing basic laboratory skills.
• Complete service protocols, meeting GMP documentation requirements.
• Manage and schedule customer appointments until completion, including the creation of detailed technical paperwork and support documents.
• Submit service reports to clients in a timely manner and ensure accurate data entry into CRM software, monthly expenses, and mileage logs.
• Manage personal inventory for successful repairs, field support, and cost management.
• Support the sales team with pre and post-sales inquiries and tasks.
• Collaborate with field applications and technical support teams to ensure successful resolution of complex customer situations.

Requirements

• Bachelor's degree in an engineering or science field and 3 years' field service experience in life science, biotech or medical industry, or minimum of 5 years' field service experience in life science, biotech or medical industry, preferably with laboratory experience.
• Experience diagnosing and repairing mechanical, electrical, fluidic, pneumatic and/or electronic equipment.
• Strong computer skills (Windows, Microsoft Office including Outlook and Salesforce).
• Knowledge of and experience working with GMP documentation.
• Excellent written and verbal communication skills with the ability to communicate complex technical issues in an easy-to-understand manner.
• Excellent attention to detail, analytical problem solving, time management and interpersonal skills.
• Resourceful, with the ability to work independently, adapt to frequent changes and do what is required to get the job done.
• Basic laboratory skills, including experience in BSL2 and BSL3 labs.
• Valid driver's license, good driving record and passport.

Benefits

• Competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one.
• 401k matching and an employee stock purchase plan.
• Career development through mentorship, promotional opportunities, training and development, internship programs, and more.
• Employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
• A culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.