Service and Support Engineer (Boston/New England)

Refeyn; Boston (MA); On-site; USD 76,000 - 96,000; Full time

Benefits offered by this job

25 days PTO

10 paid holidays

401(k) match

Volunteer day

Wellbeing allowance

Core benefits package

Voluntary benefits

Job summary

Refeyn is seeking a field service engineer to install, maintain, and repair its high-precision instruments at customer sites and in-house. The role includes correcting issues, performing preventative visits, and providing remote support to customers, sales, and applications teams.

Applicants should have a BSc or MSc in engineering or physics, plus experience with sensitive scientific equipment, PPE-compliant environments, and electro-optical systems. Travel will be required.

Qualifications

• Working in a laboratory requiring PPE and handling of sensitive scientific equipment.
• Experience troubleshooting complex scientific equipment.
• Experience with electronic assemblies and/or optical systems.

Responsibilities

• Perform annual preventative maintenance visits on installed instruments
• Repair instruments both on customer sites and in house within the required time frame
• Provide remote support to customers, sales and applications team in case of immediate service issues
• Install instruments and AutoMP retrofits where required
• Coordinate and conduct basic user training
• Contribute to ongoing efforts to improve service and training documentation/procedures
• Liaise with Manufacturing and R&D (hardware and software) teams to improve instrument reliability
• Contribute to service data collection
• Assist with service stock management
• Take responsibility for data and record keeping for installed instruments
• Work with Manufacturing team to ensure instruments are delivered to the customer on time
• Assist Manufacturing on occasion

Skills

Customer facing interaction

Troubleshooting complex scientific

Electronic assemblies

Optical systems

Education

BSc or MSc in Engineering/Physics

Job description

Job Overview

To perform installation, preventative maintenance and service on Refeyn instruments both in house and on customer sites and to assist with installations where necessary.

Responsibilities

• Perform annual preventative maintenance visits on installed instruments
• Repair instruments both on customer sites and in house within the required time frame
• Provide remote support to customers, sales and applications team in case of immediate service issues
• Install instruments and AutoMP retrofits where required
• Coordinate and conduct basic user training
• Contribute to ongoing efforts to improve service and training documentation/procedures
• Liaise with Manufacturing and R&D (hardware and software) teams to improve instrument reliability
• Contribute to service data collection
• Assist with service stock managementTake responsibility for data and record keeping for installed instruments
• Work with Manufacturing team to ensure instruments are delivered to the customer on time, as required
• Assist Manufacturing on occasion

Qualifications

• BSc or Masters Degree in Engineering/Physics
• Use of sensitive scientific equipment – 3 years
• Customer facing interaction – 1 year

Knowledge and Experience

Required experience:

• Working in a laboratory requiring personal protective equipment (PPE) and the handling of sensitive scientific equipment
• Experience troubleshooting complex scientific equipment
• Experience with electronic assemblies and/or optical systems

Desirable:

• Experience working with scientific instrumentation software troubleshooting
• Experience with liquid handling robots
• Experimental experience with proteins, DNA or other biomolecules

Additional Requirements e.g.

• Right to work in relevant country required as standard for all roles
• Passport holder and ability to travel Yes/No
• Car/driver's licence with relevant insurance Yes/No
• Travel: Some/Moderate/Extensive

Compensation And Core Benefits

• We anticipate a salary between $76,000 and $96,000, depending on experience.
• 25 days PTO per year in addition to 10 paid holidays
• 5% company match to 401(k)
• A paid volunteer day per year
• Annual wellbeing allowance
• Comprehensive core benefits package including Medical Insurance, Dental Insurance, Vision Insurance, Life insurance, Workers Compensation Insurance, and Employee Assistance Program
• Suite of voluntary benefits including flexible spending accounts, supplemental insurances for accident, critical illness, hospital indemnity, and more

Supporting your Development

All employees receive access to LinkedIn Learning which offers thousands of courses to support their personal and professional development. We also run frequent training sessions on both hard and soft skills.

Values-Led

Refeyn is committed to celebrating each other's differences and creating a dynamic, driven and diverse culture where everyone can flourish. We are proud to have been awarded Committed Status by the Inclusive Employers Standard in 2024 and are working hard to create a safe and empowering environment for all.

We firmly believe that there is great strength in building teams with different voices, experiences, perspectives, and backgrounds so that we can continue to share the team workload and enable our customers to succeed, and we welcome applicants from all sections of society to join us on our mission to advance discovery through innovation.

Refeyn is proud to use anonymised hiring practices. Identifying information such as a candidate's name, email address, date of birth and photo will not be visible to the hiring manager when they review CVs.