At Element Biosciences, we are passionate about our mission to develop high performing products to study genomics with unprecedented flexibility and quality that enable researchers to better understand biology for the improvement of global health. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.
We are seeking an experienced Field Service Engineer who will play a pivotal role supporting our growing customer base in Germany, part of France and Switzerland region and also with travels in EMEA region. This is an incredible opportunity for someone who is passionate about customer support and winning for the team. We are looking for candidates with a solid background in the NGS industry. Experience with troubleshooting issues with complex laboratory equipment involving chemistry, software and hardware is a must. This role will report to the Senior Field Service Manager, EMEA, and will be based in Germany, preferably in Karlsruhe, Freiburg, or along the French border. The position will support Germany, Switzerland, and France, with travel throughout the EMEA region.
If you possess the following and want to make a meaningful impact, we happy to invite you to explore this role.
Essential Functions and Responsibilities:
- Providing onsite installation, qualification, upgrades, repairs and preventative maintenance service on next generation sequencers
- Identifying root causes and resolving product issues in the field
- Collaborating with internal partners to resolve customer issues and improve processes
- Interacting with customers to offer and assist in service contract sales and other service products
- Assessing maintenance/service needs and implementing a plan of action for instrument service
- Displaying professionalism, understanding, tact and technical knowledge in all customer interactions
- Implementing and following policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
- Utilizing service CRM software to accurately document work in a timely manner
- Travels inside EMEA Region
Education and Experience:
- Bachelor’s degree or master’s degree in engineering, physics, biology, chemistry, or a related field, with 2+ years of relevant industry experience; or an equivalent combination of education and industry experience
- Experience with NGS sequencing instruments and sequencing run setup preferred
- Demonstrated ability to troubleshoot complex laboratory equipment, including issues involving chemistry, software, and hardware
- Experience supporting multiple full-lifecycle product launches preferred
- Proficiency with data collection and analysis tools, such as MATLAB, Python, C++, or Java, preferred.
- Experience with fluorescence microscopy preferred
- Excellent written and verbal communication skills, including the ability to create and communicate technical documentation
- Demonstrated account management or customer relationship management experience preferred.
- Basic Linux knowledge is a plus
- Fluent written and verbal in English and German are required
- Basic French proficiency is a plus
Physical Requirements:
- Frequently moves boxes weighing up to 20 pounds
- Must be flexible in working hours as this position may require customer support during non-regular business hours
Location:
- Remote – Germany Karlsruhe/Freiburg or along the German/French boarder
Travel:
- International and domestic travel up to 80%
Job Type:
Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.
We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
