Field Service Engineer, East Coast

Stellaromics Inc. • Boston, MA

41d • Onsite

About The Position

Stellaromics is seeking a skilled and customer-focused Field Service Engineer to provide technical support, troubleshooting, and maintenance for our first-generation in-situ sequencing instrument. This hands-on, field-based role partners closely with R&D to test and refine fluidics and microscopy components, ensuring high instrument reliability and continuous product improvement. The engineer will play a key role in customer satisfaction, supporting installations, repairs, and service processes while contributing to the growth of our cutting-edge spatial biology platform.
The Field Service Engineer is a key member of a collaborative team, providing technical support to both customers and internal teams while helping drive the development of our first-generation instrument. This field-based, customer-facing role offers a unique blend of hands-on support and direct involvement in R&D efforts. In close partnership with the R&D team, this engineer contributes to the design and improvement of the instrument’s fluidics and microscopy components. The role also plays a vital part in ensuring customer satisfaction through responsive field service, technical investigations, and ongoing enhancements to our in-situ sequencing platform, which enables sub-cellular resolution 3D imaging. This position offers the opportunity to join a fast-growing company in the emerging field of spatial biology, with strong potential for impact and career growth.

Requirements

• B.S. in engineering, science or related fields.
• 5+ years supporting capital equipment in the research or clinical fields.
• Experience in the alignment and troubleshooting of microscopes, automated fluidics, robotics or related scientific instruments.
• Comfortable working with individuals at varying skill levels and backgrounds adapting communication style and content as needed.
• Excellent organizational skills with the ability to work independently, prioritize and multi-task to execute effectively and meet deadlines.
• Strong Windows operating system and Microsoft Office knowledge
• Strong electro-mechanical skills
• Flourishes in a highly dynamic and small company environment
• Must be comfortable speaking to a group in a training setting
• Travel expected up to 80% of the time
• Ability to travel to Canada and Europe

Nice To Haves

• Experience in HubSpot CRM and TeamViewer preferred

Responsibilities

• Troubleshoot, diagnose, and resolve complex instrument issues, minimizing downtime and improving overall system reliability.
• Contribute to field service-related processes and procedures to quickly troubleshoot, repair, and maintain instruments with good documentation practices.
• Maintain accurate records of field service activities, customer communication, and equipment maintenance to support expected targets.
• Proactively identify opportunities for service contract renewals, instrument sales or upgrades and communicate them to the appropriate Area Sales Manager.
• Maintain regular communication with customers and internal partners ensuring resolution of support tickets and field dispatches that ultimately lead to high levels of customer satisfaction and instrument reliability.
• Work with R&D to test new hardware and software designs that lead to improvements in reliability and performance
• Provide quality feedback and design suggestions for ongoing product improvement.
• Perform installations, calibrations, maintenance and repairs for instruments at customer sites and internal locations of high quality and in a timely manner.
• Ability to manage service calls and associated travel for the west coast territory efficiently and effectively.
• Stay current on advancements in service and support of instrumentation to identify opportunities for innovation and improvement.

Benefits

• Innovative Technology: Be part of a company at the cutting edge of spatial biology and genomics, revolutionizing the way researchers understand biology.
• Impactful Role: You will have a significant impact on the department and the future of the company.
• Collaborative Environment: Work with a talented, passionate team in a culture that values creativity, innovation, and teamwork.
• Career Growth: As a high-growth company, we offer significant opportunities for professional development and career advancement.
• An attractive compensation and benefits package based on market pay data will be commensurate with candidate skills, qualifications, and experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level