Field Service Engineer – East - Unchained Labs

Job Description: Field Service Engineer, East

The Top Line

Here's the deal. We're all about helping researchers break free from tools that just don't cut it. Unleashing problem-tackling products that make a huge difference in the real science they do every day. That's our mantra, our promise and we own it. Our tribe is different. We thrive on moving fast, taking risks and persevering through failure. We embrace the unknown and we are happy to make mistakes. We are there for each other and we crave diversity because we know that building a truly diverse tribe will make us better at everything.

The Job

 We are seeking a top-notch, East Coast-based Field Service Engineer. This role involves significant travel across the East Coast and focuses on skillfully servicing and supporting our portfolio in biologics, gene therapy, cell therapy, LNP, and genomics instrumentation, all while building strong relationships with customers. You'll enable customers to meet their R&D goals, making a meaningful impact on both their success and ours at Unchained Labs. This is a unique opportunity to join us at a pivotal scale-up stage and play a key role in something special. You'll work closely with smart scientists, other engineers, and team members across the organization to get things done.

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 your workload, plan your 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 us continuously improve our service.
• Deliver exceptional customer service and ensure customer satisfaction.

Qualifications

• Based in the East Coast (MA preferred but other locations may be considered)
• 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, with 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

Compensation

The US base salary range for this full-time position is $65,500 - $150,000. This salary range is an estimate, and the actual base salary may vary based on the Company's compensation
practices. This role is also eligible for our annual bonus or commission program, and
comprehensive health and retirement benefit programs.