Field Service Engineer, Northeast

Seer Inc.

3h•Remote

About The Position

At Seer, we are passionate about empowering our customers to expand scientific discoveries and achieve exceptional scientific outcomes. Our team is growing quickly as we develop innovative approaches to solve complex biological questions. And we believe the next frontier in biology is enabled through a clearer and more complete view of the proteome – something that Seer can uniquely deliver. As we build our team, we are looking for collaborative, driven, intellectually curious people who are committed to solving complex challenges. Our culture rewards accountability and cross functional teamwork, because we believe that this enables the kind of breakthrough thinking that will accelerate our mission. Seer is seeking a highly motivated and customer-focused Field Service Engineer (FSE) to support our growing install base across the Northeast region. This role is critical to delivering exceptional customer experience for Seer’s Proteograph platform and associated automation systems. The FSE will work directly with customers to support all instrument support needs such as installation, repairs, upgrades, and preventive maintenance. The ideal candidate is passionate about the customer experience, has a solution-oriented mindset and is comfortable working in a fast-paced and agile environment.

Requirements

Bachelor’s Degree in an engineering discipline (e.g., Mechanical Engineering, Electrical Engineering).
Experience with liquid handlers and/or automation workflows (e.g., Hamilton, Tecan, Beckman).
Ability to deliver technical information in a simple and effective manner.
Ability to anticipate needs and act with a sense of urgency to prevent issues.

Nice To Haves

Ability to develop strong relationships with all customers, internal and external.
Ability to handle difficult customer situations and focus on win-win outcomes.
Ability to recognize target audience and tailor communication style accordingly.
Excellent communication skills, both verbal and written.
Excellent problem-solving skills and systems thinking.
Customer-facing experience, ideally in the life science or medical device industry.
Ability to occasionally lift, carry, push, pull or otherwise move approximately 85 lbs.
Experience installing and/or repairing Hamilton Microlab STAR line is a plus.

Responsibilities

Install, maintain, and repair Seer instruments (Hamilton STARlet) and associated software and accessories.
Troubleshoot, diagnose and resolve instrument issues to customer satisfaction.
Resolve customer issues via phone and other remote support mechanisms to drive quick resolutions and maintain instrument uptime.
Document all customer interactions within the CRM system (Salesforce).
Triage and escalate complex issues which cannot be resolved remotely and work cross-functionally with the automation team and other internal teams to diagnose issues and apply corrections via field actions.
Deliver service training to distributors and new hires as part of technical onboarding.
Create knowledge articles based on system expertise and key learnings.
Provide secondary/out-of-territory instrument support as needed.
Create and update service procedures and guidelines for best practices.
Strong and collaborative work ethic; must be a self-starter that embraces a challenging and fast-paced work environment.
Willing to travel up to 80%. Occasional international travel may be required.
Develop strong customer relationships built on trust, respect, and empathy.
Collaborate and communicate effectively with all stakeholders.
Work closely with internal partners (e.g., Sales, Operations, Product Development, Quality) to advocate for customer needs and champion a successful outcome.
Identify, document, and communicate customer experience feedback.
Identify and propose new ways to add value to the customer experience.
Participate on teams to represent the voice of customer