Engineer II, Field Service

Job Description:

• Install, maintain, troubleshoot, and repair sophisticated analytical and scientific instrumentation at customer sites
• Diagnose complex electrical, electronic, mechanical, and system-level issues and determine corrective actions
• Perform preventive maintenance, system upgrades, calibrations, and scheduled service activities
• Support advanced NGS and clinical sequencing instrumentation and associated technologies
• Respond efficiently to customer service needs, including short-notice support
• Provide technical guidance and training to customers on equipment operation, maintenance, and best practices
• Communicate technical issues, service activities, recommendations, and resolutions to customers and internal partners
• Document service activities and prepare detailed service reports
• Maintain accurate service records using service management systems
• Read and interpret technical documentation, electrical diagrams, schematics, and service procedures
• Partner with technical support, applications, commercial, and other internal teams to resolve complex customer issues
• Manage assigned service activities and travel schedules to meet customer commitments
• Build customer relationships and contribute to customer satisfaction and retention
• Follow safety, quality, regulatory, and company procedures
• Maintain required tools, test equipment, parts, and other resources
• Identify recurring technical issues and communicate findings for product and service improvements

Requirements:

• Advanced degree in Electronics, Engineering, Physics, Chemistry, or a related technical or scientific discipline; or bachelor’s degree in a related field plus 2+ years of hands-on technical experience
• Strong electrical, electronic, and mechanical troubleshooting skills
• Ability to troubleshoot systems and components using technical documentation, schematics, diagnostic tools, and established procedures
• Experience with ultra-high-vacuum systems and high-voltage equipment is preferred
• Experience with analytical, life sciences, sequencing, clinical, semiconductor, or similarly sophisticated instrumentation is beneficial
• Strong analytical and problem-solving skills
• Excellent customer service skills
• Strong written and verbal communication skills
• Ability to explain technical concepts and provide effective equipment training to customers
• Strong organizational, prioritization, and time-management skills
• Ability to manage multiple customer needs and changing priorities
• Experience documenting technical service activities and preparing clear, detailed reports
• Proficiency with Microsoft Office applications and familiarity with service management software
• Proficiency in English; additional language skills are beneficial
• Ability to work independently and as part of a geographically dispersed team
• Demonstrated commitment to safety, quality, and compliance
• Valid driver’s license
• Ability to travel approximately 50–75% within the assigned territory
• Ability to respond to customer needs with short notice
• Ability to lift and move equipment or materials weighing up to 50 pounds
• Ability to work safely in laboratory, research, clinical, industrial, and other customer environments
• Ability to perform the physical activities necessary to install, service, and maintain scientific instrumentation

Benefits:

• Meaningful work with a positive global impact
• Career development resources and support for individual career goals
• Opportunity to work with advanced next-generation sequencing (NGS) and clinical sequencing technologies
• Customer service and technical training opportunities
• Global, geographically dispersed team collaboration