Field Service Engineer I/II (San Francisco Bay Area)

Clear Labs•San Carlos, CA

3h•$75,000 - $120,000

About The Position

Clear Labs (CL) harnesses the power of next-generation sequencing (NGS) to simplify complex diagnostics for clinical and applied markets. By creating a fully automated platform that brings together DNA sequencing, robotics, and cloud-based analytics, Clear Labs democratizes genomics applications to deliver better clarity. Clear Labs’ turnkey platform accelerates outcomes and improves accuracy from food-borne pathogens to infectious diseases. The Field Service Engineer reports to the Senior Technical Support Manager and works closely with all members of the Clear Labs Client Care Team. This person is responsible for supporting both the in-house and field-installed robotic systems. This includes both proactive and reactive activities as needed. They may also be assigned to support strategic projects for various Clear Labs teams as needed to support the company's goals and objectives. This candidate should possess strong technical skills as well as the ability to operate independently and with minimal supervision. In support of the Clear Labs objectives, this role must exhibit drive, passion, and a competitive spirit to help maximize Clear Labs' commercial success. They must be a team player with customer relationship-building skills, who is hard-working, smart, and loves to win. This role will primarily support all robotic systems installed at the Clear Labs headquarters (HQ) and at customer sites around the West Coast region. These activities include, but are not limited to: Preventative maintenance activities and emergency repairs Communicate with customers, both in person and via electronic means, in a way that instills confidence in both his/her ability and the capabilities of all Clear Labs teams Maintain records of customer site visits and detailed service reports of work performed. Provide feedback to internal teams to address failure points and make system reliability improvements Provide support for special projects to help improve the overall success of CL. This includes working with other departments and stakeholders. This may require him/her to learn new systems and process functionality with the support of CL to identify, communicate, and incorporate enhancements into the project(s) Support the Client Care team as needed to maximize equipment uptime and responsiveness Support logistics activities as needed to ensure proper products and finished goods ship on time, as well as provide feedback on proper inventory levels to minimize scrap and maximize customer uptime Present a professional image at all times to customers, clients, and other vendors

Requirements

Bachelor’s degree in a related field of study strongly preferred
Willingness to travel with little to no advance notice as needed to support customer operations. This is expected to be up to 50% travel per month.
Hands-on field service experience, preferably in the biotech/life science/robotics field(s). This includes working on systems in customer laboratories and observing proper biohazard safety precautions
Strong troubleshooting skills. Specifically, in the areas of: General electronics, electromechanical systems, robotics, liquid handlers, computers, and associated networking components
Excellent communication skills and ability to manage customer expectations while providing outstanding customer service
Working knowledge of all technical support activities designed to achieve a world-class customer experience
Ability to lift, carry, push, pull or otherwise move up to 80 lbs. on an infrequent basis
Must be currently authorized to work in the US. We do not budget for any immigration sponsorship at this time.

Nice To Haves

Current or previous expertise and experience with servicing Hamilton liquid handlers strongly preferred. Having Hamilton service training certification will be a plus

Responsibilities

Preventative maintenance activities and emergency repairs
Communicate with customers, both in person and via electronic means, in a way that instills confidence in both his/her ability and the capabilities of all Clear Labs teams
Maintain records of customer site visits and detailed service reports of work performed.
Provide feedback to internal teams to address failure points and make system reliability improvements
Provide support for special projects to help improve the overall success of CL. This includes working with other departments and stakeholders. This may require him/her to learn new systems and process functionality with the support of CL to identify, communicate, and incorporate enhancements into the project(s)
Support the Client Care team as needed to maximize equipment uptime and responsiveness
Support logistics activities as needed to ensure proper products and finished goods ship on time, as well as provide feedback on proper inventory levels to minimize scrap and maximize customer uptime
Present a professional image at all times to customers, clients, and other vendors

Benefits

Medical, dental, and vision insurance
Employer-Sponsored Basic Life/AD&D, Long Term Disability
Employee Assistance Program (EAP)
Flexible Time Off
Early-Stage Stock Option Plan
Lunch stipend for days at headquarters
Reimbursement of a monthly personal phone bill for business use, up to $100 per month
Subject to Clear Labs Travel and Expense Policy and procedures

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