Field Service Engineer III

10x Genomics•Quebec, QC

4d•Hybrid

About The Position

The FSEIII is an experienced technical professional responsible for managing complex service activities and mentoring junior FSEs. They contribute to district-level strategy, focusing on both technical and customer-facing functions. Acts as a liaison between customers and internal teams, driving satisfaction and operational efficiency. Provides training, develops process improvements, and supports regional management as needed.

Requirements

Proven success as an FSE II or equivalent role with demonstrated ability to work independently
Advanced technical troubleshooting skills and a solid technical foundation.
Experience in training, mentoring or supervising team members.
Strong understanding of customer relations, escalation and territory management.
3–5 years of industry relevant experience supporting life sciences laboratory equipment.
Comfortable working independently on highly complex issues or in significantly escalated customer situations.

Nice To Haves

Technical Expertise: Proficient in 10X Genomics platforms and capable of independently resolving complex issues.
Leadership & Mentorship: Skilled at training, mentoring, and supervising FSEs to enhance team success.
Customer Focus: Builds trust and accountability through reliable service and effective communication.
Problem Solving & Initiative: Proactive in addressing challenges, improving processes, and driving innovation.
Communication: Strong communicator capable of effectively liaising with customers and internal teams.
Adaptability & Independence: Demonstrates leadership and manages responsibilities with minimal oversight.

Responsibilities

Primary responsibilities are customer support activities with up to 50% overnight travel
Effectively collaborate with district and regional colleagues, cultivating robust relationships, sharing technical and account information and actively participating in resolution of conflicts.
Mentor FSE I and II via joint travel, shadowing, and technical consultation.
May direct select FSEs or groups of FSEs to support workload management in the region
Independently address customer issues, escalating complex problems per guidance.
Manage customer interactions in the territory, including scheduling, communication throughout the onsite engagement including the service resolution(s).
Serve as customer advocate by sharing insights to improve internal processes and customer experiences.
Contribute to process innovations and participate in departmental projects.
Demonstrate technical expertise in troubleshooting low- to mid-complexity issues across the 10X Genomics instrumentation portfolio.
Guide new hires during onboarding, offering advanced support for administrative tools and systems.
Support Regional Manager, participating in cross-functional discussions and strategic initiatives and coverage for regional manager outages as requested.