Senior Field Service Engineer-East

Vizgen•Cambridge, MA

44d

About The Position

Vizgen is a rapidly growing company that has commercialized the next generation of single cell spatial genomics tools that enable researchers to gain new insight into the biological systems that underlie human health and disease. The company's groundbreaking MERSCOPE product utilizes MERFISH spatial transcriptomics technology to image RNA molecules with high accuracy and unrivaled detection efficiency at subcellular resolution. MERFISH provides transformative insight into a wide range of tissue-scale basic research and translational medicine in oncology, immunology, neuroscience, infectious disease, developmental biology, and regenerative medicine. For more information, go to www.vizgen.com The Role: Reporting to Vizgens Field Service Manager and working closely with Vizgen's Support and Product team members, the Senior Field Service Engineer will provide expert instrument support to customers in the Eastern part of North America for the Vizgen's MERSCOPE solution. MERSCOPE is an in-situ single cell, spatial omics platform that includes reagents, instrumentation, and analysis software. We are seeking an experienced field support engineer with complex scientific problem-solving skills and the ability to understand and implement solutions to meet customer needs.

Requirements

Engineering Bachelor's Degree or equivalent in biomedical, electrical, mechanical or related field
5+ years work experience with at least 3 years as a field service engineer in the life sciences research or diagnostic industry
Valid driver's license, US Passport, and good driving record
Available to accommodate significant overnight travel
Ability to lift boxes and equipment up to 60 pounds
Ability to analyze and manipulate data to understand trends, customer needs and root cause issues
Proven ability to quickly develop expertise, multi-task, embrace change and innovate in a fast-paced environment.
Excellent communication, interpersonal, and customer interfacing skills
Highly motivated and successful individual who can build and maintain a positive attitude in a challenging, and fast-paced work environment
High sense of urgency for resolving customer issues
Highly organized, disciplined, and efficient in meeting deliverables
Highly proficient in leveraging technology and the use of business platform tools including Salesforce, customer support ticketing, remote troubleshooting, PowerPoint, Excel, Word, and other relevant software applications

Nice To Haves

Experience with imaging, sequencing, or fluidics instrumentation preferred

Responsibilities

Provide instrument and support coverage for customers in the EMEA territory for installation, preventative maintenance, upgrades, troubleshooting, and repair
Become subject matter expert on Vizgen's MERSCOPE technology, including instrumentation, software, network communications, and commercial integration of the platform
Develop a working knowledge of Vizgen's consumables with respect to how they impact the performance of the platform
Work directly with external and internal customers to record complaints, investigate underlying causes, and identify short term or long-term solutions
Support onboarding of new customers through installation and training on Vizgen's platform
Respond promptly to service requests and inquiries to ensure a positive customer relationship
Document and track customer issues, troubleshooting, and resolutions
Track, prioritize, and ensure issues are resolved within specified SLA's
Work closely with management and other team members to solve technical issues, provide product improvement feedback, and ensure customer satisfaction
Support coordination, scheduling, and tracking of instruments, service parts, accessories, and tools
Responsible for editing, writing, and modifying Service and Training manuals, Field Service Bulletins, and SOPs
Support the selling and management of service contracts
Train and support field service engineer colleagues as needed
Travel as needed to support customers on site
Represent Vizgen in a professional and friendly way when engaging with both customers and internal colleagues