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Senior Field Service Engineer

  • Clear Labs
  • Full time
  • United States
  • 04/04/2021

Clear Labs (CL) services the global Food and Beverage industry, Service Laboratory, Public Health, and Government segments and is committed to ushering in a new standard for food safety and infectious disease testing. The Senior Field Service Engineer (FSE) reports into the Manager, Technical Support (TSM) and works closely with all members of the Clear Labs Customer Success Team. This person is responsible for supporting both in-house and field installed robotic systems for both proactive and reactive activities as needed. They may also be assigned to support strategic projects for various Clear Labs teams as needed to support the company goals and objectives. This candidate should possess strong technical skill as well as the ability to operate independently and with minimal supervision. In support of the Clear Labs objectives, this role must exhibit drive, passion, and a competitive spirit to help maximize Clear Labs' commercial success. They must be a team player with customer relationship building skills, who is hard working, smart, and loves to win.

Job Responsibilities:

  • Support all robotic systems within the Clear Labs headquarters (HQ) and those installed at customer sites around the world. These activities include, but are not limited to:
    • New equipment installations, preventative maintenance activities, and emergency repairs
    • Training customers on basic system maintenance and usage
    • Communicate with customers, both in person and via electronic means, in a way that instills confidence in both his/her ability and the capabilities of all Clear Labs teams
    • Provide feedback to internal teams to address failure points and make system reliability improvements
    • Support the Field Applications team as needed to maximize equipment uptime and responsiveness
    • Assist with the Clear Labs Quality process improvement initiatives.
    • Support logistics activities as needed to ensure proper products and finished goods ship on time as well as provide feedback on proper inventory levels to minimize scrap and maximize customer uptime
  • Provide support of special projects to help improve the overall success of CL. This includes working with other departments, OEM partners support members, and account stakeholders as approved by the TSM and VP of Customer Success. This may require him/her to learn new systems and process functionality with the support of CL to identify, communicate, and incorporate enhancements into the project(s)
  • Coordinate with other Commercial Team members as needed to properly relay information and support Sales/Evaluations as needed to achieve financial targets
  • Manage instrument sub-component configuration/quality as well as maintain spare parts inventory
  • Present a professional image at all times to customers, clients and other vendors

Requirements

  • Bachelor’s degree in related field of study strongly preferred
  • Willingness to travel, including internationally, with little to no advance notice as needed to support customer operations. This is expected to range between 25 to 75% travel per month and may include some weekend travel
  • Hands-on field service experience preferably in the biotech / life science / robotics field(s). This includes working on systems in customer laboratories and observing proper biohazard safety precautions
  • Strong troubleshooting skills. Specifically, in the areas of: General electronics, electromechanical systems, robotics, liquid handlers, computers, and associated networking components
  • Excellent communication skills and ability to manage customer expectations while providing outstanding customer service
  • Working knowledge of all technical support activities designed to achieve a world class customer experience
  • Current or previous expertise and experience with Excel a must for this role
  • Ability to lift, carry, push, pull or otherwise move approximately 80 lbs. on an infrequent basis
  • After hours on-call support may be required on a rotating basis

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Work From Home
  • Stock Option Plan

About Clear Labs

Clear Labs is the creator of the only automated and intelligent diagnostic NGS platform. We help our customers capitalize on a new era of technology by seamlessly integrating DNA sequencing, bioinformatics, and robotics. The result democratizes genomics within settings never before possible....

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