Field Service Engineer II - Boston

Alamarbiosciences; Boston (MA); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Alamarbiosciences seeks a field-based service specialist to install, maintain, and upgrade the ARGO platform at customer sites. You will provide remote and on-site support, build relationships with customers, and document issues in CRM.

The role requires travel to NE US and beyond, with commuting distance to Boston/Cambridge. Base salary ranges between $100,000 and $125,000 plus bonus, equity, and benefits; full-time with comprehensive benefits.

Qualifications

• Bachelor’s degree or equivalent in related field (bio-tech strongly preferred).
• Exceptional customer-facing skills including listening, empathy, and proactive service.
• Strong problem-solving and clear, effective communication abilities.
• Willingness and ability to travel to customer sites, within NE US and beyond when needed.

Responsibilities

• Install, perform planned and corrective maintenance on the ARGO platform at customer facilities.
• Provide remote and on-site customer support, primarily in the central US.
• Build and cultivate positive customer relationships and document requests in CRM.
• Address customer requests promptly and collaborate to provide complete solutions.
• Share Voice of Customer insights to inform product improvements and processes.

Skills

Customer facing

Problem solving

Communication

Travel readiness

Attention to detail

Self-motivation

Presentation skills

Pragmatic thinking

Education

Bachelor’s degree or equivalent in related field

Job description

Overview

At Alamar, we are passionate about enabling our customers to make scientific discoveries that translate into clinical outcomes and benefit patients. Our team is growing quickly as we develop innovative approaches to measure critical protein biomarkers from liquid samples that can enable the earliest possible detection of disease. We believe the next frontier in biology is enabled by measuring proteins at higher sensitivity in highly multiplexed assays at the push of a button, which is something only Alamar can do. As we build our team, we seek collaborative, driven, intellectually curious people committed to solving complex challenges. Our culture rewards accountability and cross functional teamwork because we believe this enables the kind of breakthrough thinking that will accelerate our mission.

Responsibilities

• Instrument installation, planned maintenance, corrective maintenance, and upgrades for Alamar’s ground breaking ARGO platform in customer facilities
• Provide exceptional levels of remote and on-site customer support primarily in central US.
• Initiate and cultivate positive relationships with customers and colleagues
• Address customer requests rapidly including documenting in CRM system
• Proactively collaborate with colleagues to provide comprehensive solutions to customer facing issues
• Provide valuable Voice of Customer insights to inform product improvements
• Create and refine scalable customer support processes which allow for future growth
• Create / review technical work instructions, manuals, and bulletins

Qualifications

• Adaptable self-motivated person with an attention to details
• Bachelor’s degree or equivalent in related field (prefer 2-3 years of field-based service experience in bio-tech industry)
• Exceptional customer facing skills (listening, empathy, de-escalation, proactivity)
• Pragmatic thinker with a clear and effective approach to problem-solving
• Outstanding written, verbal, and presentation skills, capable of conveying complex information with clarity
• Strong orientation towards process improvement, adept problem-solving skills, and unwavering commitment to quality
• Desire, ability, and willingness to travel from your home location to customer sites throughout NE US and beyond when needed, with possibility of some international travel – Must be within daily commuting distance to Boston/Cambridge area. Must be commuting distance to major airports

The base salary range for this full-time position is $100,000 - $125,000 + bonus + equity + benefits. Our salary ranges are determined by work location, job-related skills, experience, and relevant education or training. The ranges displayed on each job posting reflect the minimum and maximum target for new hire salaries but are subject to change if the leveling of the role is adjusted. Your recruiter can share more about the specific salary range during the hiring process.

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