Job Description In this role, the FSE will be responsible for installations, repairs, and preventative maintenance on highly sophisticated Surface Plasmon Resonance based life science analytical equipment. Delivering customer satisfaction and a world-class customer experience will be paramount in this role. All aspects of Carterra technology that constitute our solution including PCs, instrument hardware, firmware, software, and spare parts will be maintained and serviced by the FSE.
This position serves as the central technical resource assisting both end users and Field Applications Scientists (FAS) in effectively troubleshooting and resolving customer issues. Other responsibilities include the following:
· Serve as a Field Service Engineer (FSE) for the Greater Boston Area, providing all service and support to FAS and customers. Provide rapid, efficient, and effective field service utilizing the most appropriate tools (phone, email, on-site).
· Utilize instrument-specific materials for all Carterra instrument platforms, including but not limited to SOPs, IQ/OQ/PQ, manuals, and training documents.
· Maintain service-related fields within SalesForce Field Service Lightning including preventative maintenance, instrument serial numbers, cases, work orders, and software and firmware versions.
· Maintain company supplied tools, laptop, and spare parts inventory for each Carterra instrument platform with tracking for all spare parts and sub-systems. Ensure a sufficient quantity of parts and sub-systems are kept in car stock based on established metrics and reconciliation with the sales forecast.
Qualifications
· Minimum of an Associates of Science degree and 5+ years of Field Service experience. Bachelor’s degree in Engineering, Life Sciences, Chemistry, Physics, Biomedical Engineering, or related discipline and 3+ years of Field Service experience is preferred.
· Field service experience in the life sciences or scientific instrumentation fields; strong preference for candidates with SPR and other array-based or label-free interaction analysis platforms is desired.
· Demonstrated experience troubleshooting and solving hardware and software issues both on-site and through remote means; a strong track record of working with support and engineering teams to insure a tight feedback loop between the field and development.
· Must be legally authorized to work in the United States and have a current passport.
· Travel: estimated 50%
Desired Characteristics
· Deep knowledge and experience in servicing large capital equipment in the life and analytical sciences; small company or start-up experience is highly valued.
· Strong preference for service experience in proteomics, antibody characterization and screening, HTS and array-based platforms, robotics, fluidics, optics, and Surface Plasmon Resonance (SPR).
· Knowledge of the following a plus: protein binding interactions, affinity and avidity measurements, kinetic and equilibrium state binding measurements, binding and dissociation equations and the thermodynamics that underlie biomolecular interactions.
· Demonstrated ability to deliver results while working on multiple projects simultaneously in a cross-functional team.
· Strong time management and organizational skills.
· Excellent communication skills and ability to interface with customers, applications scientists, as well with management.
· Strong team player with proven ability to contribute in a multi-disciplinary team environment.
· Advanced knowledge of computers, operating systems and software.
· Self-starter, energetic, results-oriented, and able to multi-task.