Field Support Engineer - Eastern Region Labcyte
THIS JOB HAS EXPIRED Labcyte, a global biotechnology tools company headquartered in Sunnyvale, California, is revolutionizing liquid handling. Echo liquid handling systems use sound to precisely transfer liquids. Labcyte instruments are used worldwide by all twenty of the top twenty pharmaceutical companies, as well as by small to mid-size pharmaceutical companies, biotechnology firms, contract research organizations and academic institutions. Labcyte?s customers work across a wide spectrum of biology including drug discovery, genomics, proteomics, diagnostics, imaging mass spectrometry and live cell transfer.
Reporting to the Eastern Field Support Manager, this East Coast-based Engineer will be responsible for supporting all Labcyte products within North America as well as. This individual will be responsible for on-site installations, problem resolutions, running site acceptance tests and assisting in the training of new support personnel. The successful candidate will become part of an integrated customer care team that will include Sales, Marketing, Development, Operations and Support.
Diagnose, document and resolve customer issues in the field.
Provide on-site, remote diagnostic instrument support to customers
Install and support installations of all new equipment
Stay current with new products, software and upgrade processes produced by the company.
Follow current best in class service techniques, while providing feedback to improve and expand customer customer relationships
Submit service reports, account information, expenses and other required reports as requested
Maintain and update the company CRM as needed.
Participate in and create reports to meet or exceed the KPIs assigned to the Support division.
Assist and maintain in the creation of solutions for the company knowledge database.
Education, skills and experience required:
BS/MS degree or equivalent experience in a science or engineering discipline with prior employment experience as a Field Service Engineer or Product Support Engineer.
Minimum of 10 years of field support engineering experience within laboratory instrumentation, preferably with robotic liquid handling equipment and or Magnetic Resonance or Mass Spectroscopy instruments.
Experience with installation of integrated automation systems working in a laboratory environment.
Good presentation, communication and inter-personal skills
Prepared to travel overnight as required.
Electronics diagnostics experience including the use of oscilloscopes, DVM and ability to use circuit diagrams to diagnose problems with digital and RF circuits is required.
Background in Physics and Biology will be considered as beneficial but not a pre-requisite.
Background experience and ability to diagnose PC problems to root cause using appropriate tools and engineering resources. Experience with troubleshooting and repair of PCs is required.
Working knowledge of networking and instrument control in a Windows environment, capable of troubleshooting network connection issues is required.
Excellent mechanical troubleshooting skills
Capable of using basic laboratory equipment, hand-held and automated liquid handling units, plate readers and all normal hand tools associated with the craft including data analysis skills using Excel.
Experience with and ability to interpret C# and or C++ and ActiveX or .NET programming would be a plus
Must live in territory, in appropriate location as no relocation is offered
Must have valid driver?s license and clean driving record
Must have a valid U.S. Passport
||1190 Borregas Avenue |
Sunnyvale, CA 94089
THIS JOB HAS EXPIRED