Field Service Engineer III

10x Genomics, Inc.; Canada; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

10x Genomics in Canada is seeking an experienced Field Service Engineer III who manages complex service activities, mentors junior FSEs, and acts as a liaison between customers and internal teams to drive satisfaction and operational efficiency.

This role requires up to 50% overnight travel, close collaboration with district and regional colleagues, mentoring FSE I/II, addressing customer issues, contributing to process improvements, and applying technical troubleshooting across the 10x Genomics

Qualifications

• Proven success as an FSE II or equivalent role with demonstrated ability to work independently.
• Advanced technical troubleshooting skills and a solid technical foundation.
• Experience in training, mentoring or supervising team members.
• Strong understanding of customer relations, escalation and territory management.
• 3–5 years of industry relevant experience supporting life sciences laboratory equipment.
• Comfortable working independently on highly complex issues or in significantly escalated customer situations.

Responsibilities

• Primary responsibilities are customer support activities with up to 50% overnight travel.
• Effectively collaborate with district and regional colleagues, cultivating robust relationships, sharing technical and account information and actively participating in resolution of conflicts.
• Mentor FSE I and II via joint travel, shadowing, and technical consultation.
• May direct select FSEs or groups of FSEs to support workload management in the region
• Independently address customer issues, escalating complex problems per guidance.
• Manage customer interactions in the territory, including scheduling, communication throughout the onsite engagement including the service resolution(s).
• Serve as customer advocate by sharing insights to improve internal processes and customer experiences.
• Contribute to process innovations and participate in departmental projects.
• Demonstrate technical expertise in troubleshooting low- to mid-complexity issues across the 10X Genomics instrumentation portfolio.
• Guide new hires during onboarding, offering advanced support for administrative tools and systems.
• Support Regional Manager, participating in cross-functional discussions and strategic initiatives and coverage for regional manager outages as requested.

Skills

Troubleshooting

Mentoring

Customer relations

Independent worker

Overnight travel

Job description

About 10x Genomics
At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.
We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.

About Job

The FSEIII is an experienced technical professional responsible for managing complex service activities and mentoring junior FSEs. They contribute to district-level strategy, focusing on both technical and customer-facing functions. Acts as a liaison between customers and internal teams, driving satisfaction and operational efficiency. Provides training, develops process improvements, and supports regional management as needed.

What you will be doing

• Primary responsibilities are customer support activities with up to 50% overnight travel
• Effectively collaborate with district and regional colleagues, cultivating robust relationships, sharing technical and account information and actively participating in resolution of conflicts.
• Mentor FSE I and II via joint travel, shadowing, and technical consultation.
• May direct select FSEs or groups of FSEs to support workload management in the region
• Independently address customer issues, escalating complex problems per guidance.
• Manage customer interactions in the territory, including scheduling, communication throughout the onsite engagement including the service resolution(s).
• Serve as customer advocate by sharing insights to improve internal processes and customer experiences.
• Contribute to process innovations and participate in departmental projects.
• Demonstrate technical expertise in troubleshooting low- to mid-complexity issues across the 10X Genomics instrumentation portfolio.
• Guide new hires during onboarding, offering advanced support for administrative tools and systems.
• Support Regional Manager, participating in cross-functional discussions and strategic initiatives and coverage for regional manager outages as requested.

Minimum Qualifications

• Proven success as an FSE II or equivalent role with demonstrated ability to work independently
• Advanced technical troubleshooting skills and a solid technical foundation.
• Experience in training, mentoring or supervising team members.
• Strong understanding of customer relations, escalation and territory management.
• 3–5 years of industry relevant experience supporting life sciences laboratory equipment.
• Comfortable working independently on highly complex issues or in significantly escalated customer situations.

Preferred Skills & Experience

• Technical Expertise: Proficient in 10X Genomics platforms and capable of independently resolving complex issues.
• Leadership & Mentorship: Skilled at training, mentoring, and supervising FSEs to enhance team success.
• Customer Focus: Builds trust and accountability through reliable service and effective communication.
• Problem Solving & Initiative: Proactive in addressing challenges, improving processes, and driving innovation.
• Communication: Strong communicator capable of effectively liaising with customers and internal teams.
• Adaptability & Independence: Demonstrates leadership and manages responsibilities with minimal oversight.

Below is the base pay range for this full-time position. The actual base pay will depend on several factors unique to each candidate, including one’s skills, qualifications, and experience. At 10x, base pay is also just one component of the Company’s total compensation package. This role is also eligible for 10x’s equity grants, its comprehensive health and retirement benefit programs, and its annual bonus program or sales incentive program. During the hiring process, your 10x recruiter can share more about the Company’s total compensation package.

Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference.

Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law. 10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.