Copy 1 of Field Service Engineer - US East (FSE)

Araceli Biosciences•Boston, MA

5d•Hybrid

About The Position

Araceli Biosciences builds high-content imaging platforms that help researchers generate faster, higher-quality cellular data for drug discovery. Our Endeavor imaging systems and analysis software are used in pharmaceutical and biotech laboratories to image cells at high-throughput and feed AI-driven discovery workflows. Araceli is becoming the critical infrastructure component that allows drug discovery researchers to connect their wet-lab cellular assay experimentation with in-silico AI drug discovery workflows. Araceli is hiring a Field Service Engineer to install, support, maintain, and repair, Endeavor imaging systems and related equipment at customer sites. This role is hands-on work in biological laboratory environments: bringing up complex, software enabled microscopic imaging platforms, performing preventive maintenance, troubleshooting hardware and software issues, and keeping instruments running with minimal down time. The FSE role works directly with scientists and lab staff, documents service activity in our CRM, and collaborates with internal Araceli engineering and software teams to resolve complex field issues and improve service procedures. This role is a key member of the U.S. sales and service team and requires regular travel to customer sites, trade shows, and regular visits to company headquarters in Tigard, OR. Araceli Field Service Engineers represent a direct connection between Araceli Biosciences, our products, and our customers and is therefore one of the most critical roles in our organization.

Requirements

BS or MS in Engineering, physics, computer science or related field or equivalent work experience
Minimum 3 – 5 years' experience in hands-on field service engineering in the life sciences industry – that includes areas such as biotech, tech-bio and pharma
Experience working on microscopy or complex optical instruments with experience directly working with cellular imaging instruments preferred
Ability to work independently in customer laboratory environments and follow lab safety protocols
Strong communication skills, including the ability to explain technical issues clearly to scientists and lab staff
Valid U.S. driver’s license and reliable personal vehicle (mileage reimbursed).
Travel up to 70% - includes local day trips, overnight travel on the East Coast, travel to the West/Midwest customer sites, U.S. trade shows, quarterly trips to Tigard, OR, and the potential for occasional Europe travel
Ability to lift and move up to 50 lbs with frequent bending, squatting, and standing.

Responsibilities

Install, maintain, troubleshoot, and repair complex cellular imaging microscopes and related equipment in customer laboratories
Work directly with scientists and lab staff in customer laboratories to maximize instrument availability and up time
Diagnose hardware, software, firmware, networking, and operating-system issues to minimize system downtime
Collaborate with internal engineering and software developers to resolve complex hardware and software problems
Maintain regular communication with customers and follow established support practices
Track quarterly usage and log files from every installed system in the field
Document service activities, customer interactions, and technical issues in Salesforce and Confluence
Help refine and improve work instructions for installation, repair, and service procedures
Recommend process improvements that improve service quality and customer experience