Field Support - Midwest US 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 Global Manager of Field Support Operations, this Engineer will be responsible for supporting Labcyte products within North America with their primary regions being the Mid-Western sales regions of the company. Secondary service responsibilities would be the Eastern service regions of the United States. This individual will be responsible for on-site installation and problem resolution as well as customer training and assisting in the training of new Field Support personnel. The successful candidate will have demonstrated strong teamwork experience, acting as part of the customer care team that is focused on resolving customer problems in the field. Considerable instrument diagnostic skills as well as strong electronics expertise is required ? both digital and analog.
Diagnose customer issues over the phone or via remote access, travel to the custom sites, maintain and manage a complement of instrument spare parts and repair and instruments and automation systems as needed.
Provide on-site, ?remote? and phone support to customers.
Install and support installations of new equipment sold by Labcyte Inc.
Work with our Applications and Sales team as needed during and after sales have occurred.
Stay current with new products, techniques and processes provided by the company.
Provide clear and concise oral and written feedback to headquarters in the form of Field Service Reports and Service Cases logged into the company CRM, Salesforce.com.
Follow current best service techniques, while providing feedback to improve and expand customer relationships.
Submit service reports, account information, expenses and other required reports as requested.
Education, skills and experience:
BS degree or equivalent experience in a science or engineering discipline as a Field Service/Support Engineer.
Minimum of 7-10 years of field support engineering experience within laboratory instrumentation or the medical device industry preferably with robotic liquid handling equipment.
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
Background in Physics, Chemistry and Biology will be considered as beneficial but not as a pre-requisite.
Background experience and ability to diagnose PC problems to root causes using appropriate tools and engineering resources is an absolute requirement.
Working knowledge of networking and instrument control in a Windows environment, capable of troubleshooting network connection issues
Excellent mechanical skills
Capable of using basic laboratory equipment, hand-held and automated pipettors, and plate readers, including data analysis skills using Excel.
Experience with or familiarity with .Net Framework, Visual Basic, C++, C# and ActiveX programming would be a plus but is not a pre-requisite.
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