Engineer II, Field Service

Pacific Biosciences•Philadelphia, NJ

9h•Remote

About The Position

This is a field-based position that provides on-site customer support for PacBio's revolutionary new third generation DNA sequencing platform. This person will install equipment at customer sites, ensure it meets performance specifications, and train operators on its use. They will be responsible for the ongoing repair, maintenance, and upgrade of the instrument at multiple customer locations. Consistent with a start-up environment this position will require flexibility in job responsibilities, travel, and assignments. The successful candidate will have superior customer management and technical skills in both engineering and science disciplines. They must be able to function independently but also work closely with development, manufacturing, and field sales and support teams. This will require a highly motivated individual, dedicated to deliver a best-in-class service experience to our customers. The position will entail several days per week of onsite instrument support at customer facilities.

Requirements

Typically requires a minimum of: 2-4 years of related experience with a Bachelor's degree; or 1-3 years of experience with Master’s degree; or 0-2 years of experience with a PhD.
A degree in Engineering or Science, or equivalent Military, or other experience.
Minimum of two to five years servicing or supporting complex electromechanical/chemical equipment.
Knowledge of biochemistry, biology, and/or other life sciences.
Excellent verbal and written communication skills.
Excellent analytical troubleshooting and problem-solving skills.
Extensive travel required.
Proficient with computer software and hardware, including Windows and Linux OS, real-time processing systems, disk arrays and Ethernet architecture.
Valid driver’s license with good driving record.
Ability to work independently with minimal supervision.
Ability to lift 40lbs above your shoulder height.
Ability to lift 75lbs from the ground to unpack boxes.

Nice To Haves

Experience with life sciences instrumentation, especially DNA sequencing technology, a significant plus.
Candidates must have current authorization to work in the United States without the need for present or future sponsorship.
You may be required from time to time to visit and work at PacBio locations and for such times as the Company considers necessary for the proper performance of your duties.

Responsibilities

Perform installation, maintenance, upgrade, and repair of PacBio equipment at customer locations.
Submit timely documentation of service activities and expenses.
Maintain accurate and reliable service spare parts inventory.
Work closely with sales and field application specialists to ensure customer expectations are being met.
Mentor and train new and less experienced service engineers.
Develop and improve operating procedures and processes.
Contribute to knowledge base in a timely manner to share problems and solutions with other Field Service Engineers.
Provide feedback, reports, and analysis of field issues to product teams and service management.
Write and edit service documentation for alignment, replacement, and upgrade procedures.
The position will require several days per week of onsite instrument support at customer facilities.