Senior Field Support Engineer (FSE)/Depot Services Manager

MaxCyte•Rockville, MD

36d•Hybrid

About The Position

The Senior Field Support Engineer (FSE)/Depot Services Manager provides technical support to customers of MaxCyte instruments and supports the day-to-day operations of MaxCyte’s Depot Services. The FSE/Depot Service Manager will work closely with Field Applications Scientists, Business Development Managers, Quality, Technical Support and Engineering teams to ensure an unrivalled customer experience. While this individual will spend time in the field, the position is located at MaxCyte’s headquarters to best support our in-house repair operations. Works under general direction.

Requirements

BS in biomedical engineering or related field, and at least 8+ years of experience in service operations, technical support, field service, or customer-facing operations in life sciences tools, diagnostics, capital equipment, or a similar environment.
Demonstrated troubleshooting skills
Basic understanding of Local Area Networks (LAN) and how they are configured
Strong written, verbal, and interpersonal skills; ability to communicate effectively with customers and internal teams
Able to work cross-functionally and build strong working relationships across technical and commercial teams.
Proactive; works under minimal supervision
Hands on experience with multimeters, wrenches, screwdrivers, torque wrenches, scales, drills, cutting tools, etc.
Must be able to lift 35 pounds
Ability to travel ~ 50% (domestic and international)

Responsibilities

Provides technical support for MaxCyte product lines and services by responding to customer technical inquiries; inquiries may be received via telephone, email, and/or web chat, or routed through our Technical Support (TAS) team
Conducts installations and training at customer sites
Performs instrument calibrations, upgrades, and repairs
Troubleshoots and documents customer issues with recommended solutions
Accurately records pertinent information from customer interactions and follows up to ensure the highest level of customer satisfaction
Coordinates maintenance tasks throughout the region involving FSEs, FAS, and Business Development Managers
Provides guidance to other FSEs and FAS, and identifies and executes process improvements to field support activities.
Makes recommendations to the internal teams for future software and hardware design improvements
Conducts software usability testing
Presents technical updates to colleagues and participates in team meetings
Packs and ships instruments for return to MaxCyte’s headquarters for service or upgrades from customer sites
Works collaboratively across the business to build partnerships with colleagues
Complies with all aspects of MaxCyte’s Quality System by following standard operating procedures and submitting required documentation
Complies with all applicable policies regarding health, safety, and the environment
Support the development and day-to-day operation of MaxCyte’s Depot Service model.
Help implement and manage intake/triage procedures, RMA workflows, repair tracking, release documentation, and customer communications.
Track key depot KPIs such as turnaround time, backlog, repeat repair rate, and repair quality.
Partner with Operations and Supply Chain to support logistics, spare parts planning, replenishment, and service readiness.
Support complex service issues and escalations in partnership with FSEs, Engineering, Product Development, and Quality.
Help ensure customer issues receive timely follow-up, clear communication, and proper closure.
Identify recurring issues and assist in driving corrective actions, process improvements, and documentation updates.
Train TAS on instrument processes as needed to be able for them to support frontline customer support
Work closely with Service, Engineering, Product Development, Field Applications, Sales, Quality, IT, Operations, and Supply Chain to support strong service execution.
Help maintain clear escalation paths, handoffs, and communication channels across teams.
Support Voice of Customer feedback loops by capturing field and customer insights and sharing them with internal stakeholders.
Partner with Product Development and other functions to support service readiness for new product launches, including training, documentation, and support model preparation.