Field Service Engineer, MW/NE - Seer Inc.
New York City, NY
About the Job
At Seer, we are passionate about empowering our customers to expand scientific discoveries and achieve exceptional scientific outcomes. Our team is growing quickly as we develop innovative approaches to solve complex biological questions. And we believe the next frontier in biology is enabled through a clearer and more complete view of the proteome – something that Seer can uniquely deliver. As we build our team, we are looking for collaborative, driven, intellectually curious people who are committed to solving complex challenges. Our culture rewards accountability and cross functional teamwork, because we believe that this enables the kind of breakthrough thinking that will accelerate our mission.
Field Service Engineer
Reporting to the Director of Field Service and Remote Support, the Field Service Engineer will be responsible for providing instrument support within assigned geographies. The Field Service Engineer will work directly with customers to support all instrument support needs such as installation, repairs, upgrades, and preventive maintenance. The ideal candidate is passionate about the customer experience, has a solution-oriented mindset and is comfortable working in a fast-paced and agile environment.
Remote position based in the Midwest or Northeast
Responsibilities:
Instrument Support
- Install, maintain, and repair Seer instruments (Hamilton STARlet) and associated software and accessories.
- Troubleshoot, diagnose and resolve instrument issues to customer satisfaction.
- Resolve customer issues via phone and other remote support mechanisms to drive quick resolutions and maintain instrument uptime.
- Document all customer interactions within the CRM system (Salesforce).
- Triage and escalate complex issues which cannot be resolved remotely and work cross-functionally with the automation team and other internal teams to diagnose issues and apply corrections via field actions.
- Deliver service training to distributors and new hires as part of technical onboarding.
- Create knowledge articles based on system expertise and key learnings.
- Provide secondary/out-of-territory instrument support as needed.
- Create and update service procedures and guidelines for best practices.
- Strong and collaborative work ethic; must be a self-starter that embraces a challenging and fast-paced work environment.
- Willing to travel up to 80%. Occasional international travel may be required.
Customer Experience
- Develop strong customer relationships built on trust, respect, and empathy.
- Collaborate and communicate effectively with all stakeholders.
- Work closely with internal partners (e.g., Sales, Operations, Product Development, Quality) to advocate for customer needs and champion a successful outcome.
- Identify, document, and communicate customer experience feedback.
- Identify and propose new ways to add value to the customer experience.
- Participate on teams to represent the voice of customer
Minimum Qualifications
- Bachelor's Degree in an engineering discipline (e.g., Mechanical Engineering, Electrical Engineering).
- Experience with liquid handlers and/or automation workflows (e.g., Hamilton, Tecan, Beckman).
- Ability to deliver technical information in a simple and effective manner.
- Strong sense of urgency.
- Create & maintain professional relationships with both internal and external customers.
- Experience handling difficult customer situations and focus on win-win outcomes.
- Articulate communication skills, both verbal and written and the ability to adapt communication for your audience
- Solution oriented problem-solving skills and systems thinking.
- Customer-facing experience, ideally in the life science or medical device industry.
- Ability to occasionally lift, carry, push, pull or otherwise move approximately 85 lbs.
- Experience installing and/or repairing Hamilton Microlab STAR line is a plus.
#LI-REMOTE
Seer is an equal opportunity employer that values diversity and inclusion. All applicants will be considered for employment without attention to race, color, national origin, religion, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at hr@seer.bio. See also (Seer's EEO Policy) and (Know Your Rights)
Seer is also an affirmative action employer, has an affirmative action plan ("AAP"), and seeks to abide by all applicable state laws and regulations for applicant notifications. For questions about or to view Seer's AAP, including with respect to veterans and individuals with disabilities, please reach out to hr@seer.bio to schedule a meeting. For additional information on applicant notifications, please visit the links below: