(Sr) Field Service Engineer/Service Manager, Boston - Syncell Inc

Role Description

This field service engineer/service manager will be required to install and provide preventative maintenance, troubleshooting, assembly, and feedback to the internal team to enhance the overall customer experience.

The candidate must have experience installing and aligning complex microscopy, laser, or other comparable instrumentation, preferably in the life science industry. They need to be willing to travel across the east coast to cover a large territory in the eastern USA and have the initial formal training in Taipei, Taiwan. This individual will be responsible for setting up best practices, tracking complaints, and training subsequent field service engineers at the Watertown, MA Syncell site. They will need to be able to work during customer hours but also respond at various time zones to support the international escalations for support.

What You’ll Do:

• Provide on-site installation, testing and customer training of Syncell Microscoop Instruments. Installations involve setting up instruments, verifying that the system meets factory specifications by running complex series of Instrument, Operational and Performance qualifications. Systems may require the use of calibrated standards. 

• Execute the installation and commissioning of advanced microscopy systems, including laser alignment and two-photon setups.

• Ensure that systems are calibrated to meet specifications and customer requirements.

• Diagnose problems by in-depth troubleshooting and provide service for repair of complex optical instruments. Re-qualify the instrument after service/repair to ensure proper performance of the instrument.

• Perform on-site preventive maintenance and validation of instruments. Secure customer acceptance of install and repairs.

• Perform repairs and replacements of faulty components to minimize system downtime.

• Communicate with internal teams for hardware, software and firmware issues.

• Provide comprehensive training to customers on the operation, maintenance, and troubleshooting of microscopy systems.

• Offer guidance on optimizing system performance for specific applications.

• Organize and prioritize schedule in accordance with customer requirements to determine needs for immediate attention, onsite visits, and remote assistance.

• Coordinate with customers to arrange Zoom/Teams Sessions, phone support, and lab facility inspection for new installations.

• Coordinate travel arrangements.

• Attend in-depth product training at our Syncell facility in Taiwan.

• Communicate and work closely with R&D in Taipei and team in the SF Bay area

• Maintain detailed and accurate records of service activities, including service reports, installation documentation, and customer communication.

• Perform other duties as required.

• Must be able to manage the instrument at the Watertown site and help to train FSE(s) in that location

What You’ll Need:

• Bachelors degree in a related physics or engineering field and 5+ years of experience with the service and repair of analytical laboratory instruments. 

•Experience installing, aligning and assembling complex laser, microscopy, and automated stage equipment

•Strong analytical, organization, and communication skills that have demonstrated success in global organizations 

Preferred Qualifications

• Demonstrated ability to operate without supervision and manage multiple priorities.

• Excellent communications and interpersonal skills.

• Detail and action oriented, self-directed, and able to effectively direct others in a collaborative manner.

• Demonstrated time management skills, with a focus on effective scheduling, prioritization, delegation, and the ability to coordinate and address competing demands.

• Advanced knowledge of Microsoft application suite including Excel, Word, and PowerPoint.

• Demonstrated leadership skills, with a focus on the effective coaching of non-direct reports and leading by example.

• Demonstrated understanding of critical Customer Experience factors and how to use that understanding to support customer loyalty initiatives.

Company Description

Syncell’s mission is to accelerate the world’s understanding of proteomics. We continue to expand our multidisciplinary team with dedicated members who strive to push the technology boundary to create the first and only de novo precision spatial proteomics tool. We aim to create a work culture that can invigorate the Syncell team to build a successful global company while staying true to its founding team’s passions and drive for excellence.

The salary range for this role is $120,000 - $165,000.