Field Service Engineer

Lifelancer; London; Remote; GBP 35,000 - 75,000; Full time

Job summary

An innovative life sciences company is seeking a Field Service Engineer to enhance customer experiences with cutting-edge robotics solutions. This role emphasizes travel to client sites for maintenance and troubleshooting of liquid handling instruments, ensuring seamless operations within the Opentrons ecosystem. With a strong focus on customer satisfaction, the ideal candidate will possess a solid background in life sciences and automation, along with exceptional communication skills. Join a forward-thinking team dedicated to transforming research and healthcare through automation and technology, where your contributions will directly impact the success of our clients.

Benefits

Competitive compensation

Equity packages

Opportunities for growth

Qualifications

• 2-4 years experience in a customer facing role in life sciences.
• Bachelor's degree in relevant field required.

Responsibilities

• Travel to customer sites for service on robotics platforms.
• Document and communicate all actions performed while on-site.
• Independently troubleshoot and resolve common issues.

Skills

Customer Service

Troubleshooting

Python

Liquid Handling Automation

Communication Skills

Time Management

Analytical Skills

Google Suite

Education

Bachelor’s degree in Life Sciences

Bachelor’s degree in Biotechnology

Bachelor’s degree in Biomedical Engineering

Tools

GitHub

Salesforce

Job description

Job Title: Field Service Engineer II

Client Services / Robotics

Reports to: Director of Field Services Customer Support

Direct Reports: No

Location: United Kingdom - Remote

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 RD 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.

If you are looking for your next exciting opportunity, come join us! We provide excellent benefits, competitive compensation, equity packages, and opportunities for growth. Learn more on our Careers Website.

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, including overnight and weekend travel.

What You Will Do

• Travel to customer sites for service on Opentrons robotics platforms. Services would 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

Who We Are Looking For

Education

• Bachelor’s degree in Life Sciences, Biotechnology, Biomedical Engineering or related major required

Experience

• Minimum of 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

Opentrons Labworks Inc. 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.

The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.