Field Service Engineer II, Southern California

Alamar Biosciences•Fremont, CA

4d•Remote

About The Position

Alamar Biosciences is seeking a Southern California based Field Service Engineer II to support Alamar's automated instrument platform for high-precision proteomic analysis. Centered within the Customer Support organization, this customer-facing, hands-on role will deliver exceptional remote and on-site service while serving as a trusted technical partner for customers across Southern California and the broader Western region. The role offers meaningful opportunities to contribute to field service process maturity, collaborate closely with Service Development, Engineering, and R&D, and provide practical Voice of Customer feedback that informs product and service improvements.

Requirements

Positive can-do attitude, strong ownership mindset, and commitment to delivering an exceptional customer experience.
Adaptable, self-motivated professional with strong attention to detail and the ability to work effectively in a remote, field-based environment.
Bachelor's degree or equivalent experience in a related technical, scientific, engineering, or life science field.
Typically 2+ years of field-based service experience in the biotech , life science, diagnostics, laboratory automation, or related instrumentation industry.
Demonstrated ability to perform on-site troubleshooting, maintenance, installation, and customer support with minimal supervision.
Exceptional customer-facing skills, including active listening, empathy, de-escalation, proactive communication, and follow-through.
Pragmatic thinker with a clear, structured, and effective approach to problem solving under customer-facing time pressure.
Outstanding written, verbal, and presentation skills, with the ability to convey complex technical information clearly to customers and internal stakeholders.
Strong orientation toward process improvement, technical documentation quality, and scalable service execution.
Desire, ability, and willingness to travel from a Southern California home location to customer sites throughout Southern California, the Western U.S., and beyond when needed, with the possibility of some international travel.
Must be within commuting distance of a major airport.

Nice To Haves

Experience supporting complex laboratory automation, proteomics, genomics, diagnostics, liquid handling, imaging, or high-precision analytical platforms.
Familiarity with CRM-based service documentation, service case management, field service metrics, parts logistics, and customer escalation workflows.
Experience supporting installations in academic, biotech, pharmaceutical, clinical research, or field-based customer environments.
Ability to contribute to service readiness activities such as installation planning, site preparation coordination, knowledge base content, and training material review.

Responsibilities

Perform instrument installations, planned maintenance, corrective maintenance, upgrades, and field actions for Alamar's ARGO platform at customer facilities.
Provide exceptional remote and on-site support for customers in Southern California , Nevada, Arizona, Utah , with regional support across the Western U.S. and broader coverage as business needs require.
Independently troubleshoot instrument, application-adjacent, and workflow issues while clearly communicating resolution plans, risk, and next steps to customers and internal partners.
Initiate and cultivate positive relationships with customers, field colleagues, commercial partners, and cross-functional technical teams.
Respond rapidly to customer requests and maintain timely, complete, and accurate documentation in the CRM system, including service activities, parts usage, follow-up needs, and customer commitments.
Collaborate proactively with Service Development, Engineering, R&D, Quality, Operations, and Commercial teams to deliver comprehensive solutions to customer-facing issues.
Capture and communicate Voice of Customer insights, recurring failure modes, installation learnings, and serviceability feedback to support product and process improvements.
Create, refine, and review scalable customer support processes, technical work instructions, service bulletins, manuals, and field readiness materials.
Support onboarding, mentoring, and technical guidance for newer field team members as appropriate for an FSE II role.
Represent Alamar professionally during high-visibility customer interactions, escalations, site preparation discussions, and post-service follow-up.