Service and Support Engineer (Boston/New England)

Refeyn Ltd; 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

Comprehensive benefits package

Voluntary benefits

Job summary

Refeyn Ltd is seeking a Service and Support Engineer for Boston and the New England region. You will perform installation, preventative maintenance and service on Refeyn instruments both in house and on customer sites, and assist with installations where necessary.

You will coordinate basic user training, troubleshoot complex equipment, and collaborate with Manufacturing/R&D to improve reliability, while ensuring documentation is kept up to date.

Qualifications

• BSc or MSc in Engineering/Physics completed.
• Experience using sensitive scientific equipment (3+ years).
• Customer facing interaction experience (1+ year).

Responsibilities

• Perform annual preventative maintenance visits on installed instruments.
• Repair instruments on customer sites or in-house within required timeframes.
• Provide remote support to customers, sales and applications teams.
• Install instruments and AutoMP retrofits where needed.
• Coordinate and conduct basic user training.
• Contribute to improving service and training documentation.

Skills

PPE handling & lab safety

Troubleshooting complex equipment

Electronic assemblies

Optical systems

Instrumentation software debugging

Liquid handling robots

Biomolecule experimentation

Customer-facing communication

Education

BSc or MSc in Engineering/Physics

Tools

Instrumentation software debugging

AutoMP retrofit knowledge

Job description

Service and Support Engineer (Boston/New England)

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
• 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, as required
• Assist Manufacturing on occasion

Candidate Requirements

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
• 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

Why work for Refeyn?

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)
• 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.