Job Title: Field Service Engineer II
Client Services / Robotics
Reports to: Director, Field Services and Customer Support
Direct Reports: No
Location: Remote US (West Coast Preferred)
Must reside in one of the following states: CA, CO, CT, FL, GA, IL, MA, MD, MN, NJ, NY, NC, PA, TX, UT, VA, WA or Washington DC
FLSA Classification: Exempt
About Us
Opentrons Labworks, Inc. is a disruptive life science company leveraging its integrated lab platform to supercharge the pace of innovation in research and healthcare. Opentrons Labworks is the parent company to business units Opentrons Robotics and Neochromosome. Through Opentrons Robotics, thousands of institutions are automating R&D operations with flexible, easy-to-use liquid handling lab robots. Through Neochromosome, biopharma and biotech at large can benefit from our world-class genome-scale cell engineering solutions.
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About the Role
As a Field Service Engineer, you will be responsible for providing exceptional service to our end users for our robotics liquid handling portfolio. The focus of this role is the long term maintenance and service of instruments within our install base. The emphasis on creating a seamless customer experience as they work within the Opentrons ecosystem. We are customer obsessed in everything we do. The customer''s experience and success are top of mind for this team and that is reflected in their work on both a technical and customer service level.
This is a remote position with a significant amount of travel to customer sites. We expect much of the work to take place in the Western US, but there will be a potential for coverage of the entire country as needed. Field Service Engineers report directly to the Director, Field Services and Customer Support.
What You Will Do
• Travel to customer sites for service on Opentrons robotics platforms; services include preventative maintenance and break fixes
• Clearly document and communicate all actions performed while on-site
• Independently perform basic troubleshooting activities to diagnose and resolve common issues remotely when possible
• Independently schedule maintenance and calibration of instrumentation
• Train customers on instrument functionality when needed
• Potential to travel up to 75% or as required by business needs
What We Are Looking For
Education:
• Bachelor''s degree in Life Sciences, Biotechnology, Biomedical Engineering or related major required
Experience:
• At least 2-4 years experience in a customer facing role, specifically in the life sciences industry
• Prior experience with liquid handling automation and/or Opentrons robots strongly preferred
• Prior experience with GitHub preferred
• Prior experience with Salesforce preferred, but not required
Knowledge, Skills and Abilities:
• Solid understanding of how to debug code of automated liquid handlers. Knowledge of Python is preferred
• Solid understanding of how to troubleshoot hardware of automated liquid handlers
• Demonstrated ability to be customer obsessed and solutions driven
• Proficiency with Google Suite or related software
• Excellent verbal and written communication skills
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
Working Conditions and Physical Effort
• Fast-paced environment with a high volume of work to be completed
• 75% + overnight travel required, though more may be required to meet business needs
• Limited physical effort required, including installation of robots, which may require lifting
Compensation Range:
The pay range for this position at commencement of employment is expected to be between $85,000 and $100,000 per year; base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and years of experience. We typically target mid-range for well-qualified candidates. The total compensation package for this position may also include other elements, including equity and full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. Following employment, growth beyond the hiring range is possible based on performance.
Opentrons is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
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