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Field Service Engineer
San Francisco, CA
The FSE will work in a team environment, supporting the installation, maintenance, and repair of complex, high sensitivity blood analytics instrumentation.
Key responsibilities will include:
- Partnering with the sales team to conduct and document pre-installation customer calls
- Performing IQ/OQ requiring the ability to perform the basic assay and results in verification
- Coordinating preventive maintenance and field modifications on customer instruments
- Developing, communicating and executing action plans satisfying customer issues
- operating with a consistent focus on customer satisfaction
- Being available on-call as needed (generally, 8 am - 5 pm ET)
- Directing incoming customer calls to proper team members and follow up with customer
- Training and answering customer inquiries concerning instrument use
- Promoting Company technology and products to customers and to the general industry
Successful candidates will have solid technical experience with electro-mechanical systems, electronics, and will be computer savvy (hardware/software). You must be mature and driven as this is a pure, field service role with minimal direct supervisory oversight once you are established. You must be open to travel, with limited notice at times in response to emergent issues.
Training: New FSEs will complete a 2-week training course at the company's headquarters in Lexington, MA, followed by in the field, ride-along time with an established FSE for initial training.
Compensation: Base salary will vary based on location and experience, and will include up to a 5% performance bonus, expense card for all business-related expenses (travel, lodging, per diem, and so on), mileage reimbursement for local travel, and a full comprehensive benefits plan including medical, dental, vision, life insurance, flex spending, paid vacation, stock options, and a 401K retirement plan.