Sr. Field Service Engineer

Countable Labs•Palo Alto, CA

3d•$120,000 - $160,000•Hybrid

About The Position

Countable Labs is seeking a Field Service Engineer (FSE) to be a primary technical point of contact for customers using the Countable PCR platform. This role is responsible for on-site installation, preventative maintenance, and troubleshooting of Countable instruments and supporting third-party equipment. The FSE will travel to customer laboratories to install and qualify new systems, perform scheduled maintenance, diagnose and resolve technical issues, and represent Countable Labs' commitment to reliability and customer success.

Requirements

Bachelor's degree in Electronics, Biomedical Engineering, Engineering Technology, or a related technical field; equivalent military or technical-school training also considered.
5+ years in field service, biomedical/laboratory equipment repair, or technical support for diagnostic or life-sciences instrumentation.
Proficiency with hand tools, multimeters, and diagnostic software.
Ability to read schematics, wiring diagrams, and technical service manuals.
Ability to lift 75-150 lbs.
Ability to work in varied lab environments.
Ability to perform tasks requiring fine motor dexterity and close-up visual inspection.
Valid driver's license.
Ability to travel to customer sites globally, including overnight travel (estimated 75 - 80% of the time).

Nice To Haves

Experience servicing lab instrumentation from manufacturers of similar pcr instruments and/or diagnostics/life-sciences companies is a strong plus.
Hands-on familiarity with centrifuges and thermal cyclers specifically is highly desired.
Strong customer-facing communication skills and comfort representing the company independently on-site.
Ability to manage a multi-site service territory and prioritize competing service requests.
Comfort working with a customer relationship management (CRM) or field-service management tool to log visits, parts, and case notes to ensure up-to-date asset tracking of system placements.

Responsibilities

Perform on-site installation, setup, and qualification (IQ/OQ) of Countable PCR units and associated third-party equipment, including centrifuges, rotors, and thermal cyclers, at customer laboratories.
Execute scheduled PM visits according to service protocols to ensure consistent instrument performance, calibration accuracy, and minimal downtime.
Diagnose and resolve hardware, software, and mechanical issues in the field for both Countable instruments and third-party equipment, escalating to engineering or the manufacturer as needed.
Serve as a first point of contact for customer inquiries by phone or email regarding instrument operation, performance, and error codes, providing timely remote troubleshooting when on-site visits aren't required.
Complete service reports, calibration records, and maintenance logs in accordance with the company's quality management system and applicable GMP/ISO standards. Capture on-site insights and field observations during customer visits, channeling actionable feedback to the Engineering team/Contract Development and Manufacturing Organization (CDMO) to continuously improve instrument procedures.
Maintain van and site stock of spare parts and consumables, and track usage and orders through the company's ERP or our CRM - field-service management system.
Provide hands-on training to customer lab staff on proper instrument operation, routine care, and troubleshooting basics following installation.