Senior Field Service Engineer

Quantum--s; San Diego (CA); Sur place; USD 135 000 - 155 000; Plein temps

Résumé du poste

Quantum-Si is seeking a Senior Field Service Engineer to scale our global service organization. You will install, maintain, and repair advanced life science instruments in customer labs, and help build service processes and infrastructure.

Based in San Diego with travel up to 70%, you will troubleshoot hardware and software, lead field activities, and collaborate with R&D, product, and sales to improve reliability and customer satisfaction.

Qualifications

• Bachelor’s degree in engineering, physics, or a related technical field.
• 5+ years of field service experience supporting capital equipment in biotech or life sciences.
• Strong experience with fluidics and optical instrumentation systems.
• Experience connecting instruments to enterprise or cloud-based networks in secure environments.
• Proficiency with CRM or service management systems such as Salesforce.

Responsabilités

• Install, maintain, troubleshoot, and repair advanced life science instrumentation.
• Perform preventive maintenance, calibrations, upgrades, and system validations.
• Diagnose and resolve complex hardware, software, and system integration issues.
• Serve as the technical escalation point for critical customer issues.
• Develop service procedures, manuals, and troubleshooting protocols.
• Support instrument relocations and ensure compliance with specs.
• Document service activities in CRM and track key metrics.

Connaissances

Field service experience

Fluidics & optics

CRM systems (Salesforce)

Troubleshooting

Customer focus

Travel readiness

Formation

Bachelor's degree in engineering, physics, or related technical field

Outils

Salesforce CRM

Description du poste

Quantum-Si is seeking a highly skilled and motivated Senior Field Service Engineer to play a critical role in scaling our global service organization. This individual will combine hands‑on field support with the development of service processes, infrastructure, and best practices to support a growing installed base of advancedlife scienceinstrumentation. The ideal candidate is both technically strong and operationally minded, capable of resolving complex issues in the field while helping build the foundation for a world‑class service organization.

Key Responsibilities :

Field Service Execution

• Install, maintain, troubleshoot, and repair advanced life science instrumentation in customer laboratories
• Perform preventative maintenance, calibrations, upgrades, and system validations
• Support instrument relocations and ensure systems meet operational specifications

Customer Support and Escalation Management

• Diagnose and resolve complex hardware, software, and system integration issues
• Serve as a technical escalation point for critical customer issues
• Collaborate with internal engineering and support teams to drive rapid resolution

Service Infrastructure Development

• Develop and refine service procedures, manuals, and troubleshooting protocols
• Partner with product management and commercial leadership to define service contract offerings
• Help establish global service models including training programs, parts strategies, and depot operations
• Contribute to the development of service documentation including IFUs, manuals, knowledge base articles, FAQs and training videos

Cross‑Functional Collaboration

• Partner with R&D to identify failure trends and drive product improvements
• Support Sales and Field Applications teams with pre‑and post‑sales activities
• Provide feedback from the field to inform product design, usability, and reliability

Operational Excellence

• Document all service activities in CRM or case management systems
• Track and report key service metrics including uptime, response time, and resolution performance
• Manage multiple service cases and projects simultaneously
• Deliver a high level of customer satisfaction as measured by service feedback and retention

Connectivity and IT Integration

• Support instrument connectivity in customer environments including secure networks
• Enable remote diagnostics and cloud‑based system integration
• Work with customer IT teams to ensure compliance with security and data requirements

Qualifications :

• Bachelor's degree in engineering , Physics, or a related technical field
• 5+ years of field service experience supporting capital equipment in biotech, diagnostics, life sciences , medical device or equivalent industry
• Strong experience with fluidics and optical instrumentation systems
• Experience connecting instruments to enterprise or cloud‑based networks in secure environments
• Proficiency with CRM or service management systems such as Salesforce
• Excellent troubleshooting, analytical, and problem‑solving skills
• Strong communication and interpersonal skills with a customer‑first mindset
• Ability to work independently while collaborating effectively across teams
• Valid driver’s license and ability to obtain a passport for international travel a s required
• Serve as a technical expert and leader within the field service organization
• Mentor and support the development of junior field service engineers
• Drive continuous improvement in service operations and customer experience

Work Conditions

• This position is based in San Diego, California with significant field travel
• Travel requirement of up to 70 percent, including overnight and international travel
• Ability to lift up to 50 pounds and work in laboratory environments
• Exposure to biological samples and hazardous materials may be required

Compensation and Benefits

The estimated base salary range for this role in the United States ofAmerica is:$135,000– $155,000.

Compensation decisions are dependent on several factors including, but not limited to, level of the position, an individual’s skills, knowledge and abilities, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all full‑time employees are eligible for our discretionary bonus program and equity as part of the compensation package.

Equal Opportunity Statement

Quantum‑Si is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or other protected characteristics.

Quantum‑Si does not accept agency resumes.