Field Service Engineer, Boston - Seer

This position is remote based in Boston.

Position Summary:

Reporting to the Director of Field Service and Remote Support, the Field Service Engineer will be responsible for providing instrument support within assigned geographies. The Field Service Engineer will work directly with customers to support all instrument support needs such as installation, repairs, upgrades, and preventive maintenance. The ideal candidate is passionate about the customer experience, has a solution-oriented mindset and is comfortable working in a fast-paced and agile environment. 

Key Responsibilities  

Instrument Support

• Install, maintain, and repair Seer instruments and associated software and accessories.

• Troubleshoot, diagnose and resolve instrument issues to customer satisfaction.
• Resolve customer issues via phone and other remote support mechanisms to drive quick resolutions and maintain instrument uptime.
• Document all customer interactions within the CRM system.
• Triage and escalate complex issues which cannot be resolved remotely and work cross-functionally with the automation team and other internal teams to diagnose issues and apply corrections via field actions.
• Deliver service training to distributors and new hires as part of technical onboarding.
• Create knowledge articles based on system expertise and key learnings.
• Provide secondary/out-of-territory instrument support as needed. 
• Create and update service procedures and guidelines for best practices.
• Strong and collaborative work ethic; must be a self-starter that embraces a challenging and fast-paced work environment.   
• Willing to travel up to 80%. Occasional international travel may be required.

Customer Experience

• Develop strong customer relationships built on trust, respect, and empathy.
• Collaborate and communicate effectively with all stakeholders.
• Work closely with internal partners (e.g., Sales, Marketing, Field Service and Support, Operations, R&D, Quality) to advocate for customer needs and champion a successful outcome.
• Identify, document, and communicate customer experience feedback.
• Identify and propose new ways to add value to the customer experience.
• Participate on teams to represent the voice of customer

Background and Qualifications: 

• Experience with liquid handlers and/or automation workflows.
• Ability to deliver technical information in a simple and effective manner.
• Ability to anticipate needs and act with a sense of urgency to prevent issues.
• Excellent communication skills, both verbal and written.
• Excellent problem-solving skills and systems thinking.

At Seer, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $100,000 and $130,000, and will depend on the candidates education, skills, qualifications, experience, and location. This position is also eligible for bonus, benefits, and participation in Company’s stock option plan.  

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