Field Engineering Support
Field support engineer
we are seeking an experienced, driven field support engineer (fse) possessing serious technical acumen to deploy and support our test system in the field. This role represents an exciting opportunity to interface with prominent diagnostics organizations worldwide, and to play a critical role in advancing our status as a leading global prenatal diagnostics provider.
The fse will be responsible for deploying (installation, qualification, initial training) test systems and associated products into the field, and for providing industry-leading support (equipment service, trouble-shooting, field upgrades, follow-on training) on an ongoing basis. This highly visible, customer-facing role will be critical to ensuring our customers can successfully execute the our prenatal tests.
Responsibilities
• responsible for iso13485 compliant deployment (installation, qualification, and initial training) and support (equipment service, trouble-shooting, field upgrades, follow-on training) of test systems and associated products.
• assist in development and management of deployment and support procedures and infrastructure.
• perform on-site deployment, remote support, and on-site support activities, as required.
• coordinate with field application scientist during deployment activities. Execute installation and operational qualification activities. Assist in executing performance qualification activities as required. Assist in training customer technical leadership and laboratory personnel.
• communicate customer requests for support in a timely manner. Coordinate with management to develop action plans and assign resources. Assist in support activities as required.
• perform equipment service, field upgrades, follow-on training as required.
• lead trouble shooting efforts as required. Analyze customer data to identify root cause, corrective actions and preventative actions. Minimize time to resolution.
• interface with technical and commercial teams to ensure successful deployment and support activities and to maximize customer satisfaction.
• capture and communicate customer feedback to drive product and service improvements.
• based in london, uk or san jose, ca. Travel up to 75%.
Requirements:
• 5+ years’ experience in technical field support roles with increasing levels of responsibility. Demonstrated organizational and technical excellence.
• experience deploying and supporting advanced liquid handling automation. Experience deploying and supporting regulated medical device or ivd products preferred.
• strong written and verbal communication skills. Able to interface effectively with customers, management, and staff.
• exceptional organizational and analytical skills. Able to identify and resolve issues in timely manner.
• self-starter who thrives in a fast-paced and changing environment, is able to deliver excellence under extreme pressure.
• bs/ms in engineering.
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