Sr. Field Service Engineer - North America Customer care · Boston,MA ·

Abbelight; Boston (MA); Remote; USD 70,000 - 110,000; Full time

Job summary

Join a pioneering startup specializing in super-resolution microscopy as a Sr. Field Service Engineer. This role is crucial for ensuring customer success through expert installation, training, and support of advanced imaging systems. You will work in a dynamic environment, collaborating with multidisciplinary teams to enhance scientific discovery. With a focus on customer satisfaction and a commitment to innovation, you will help shape the future of imaging technology. If you are passionate about optics and customer service, this is the perfect opportunity to make a significant impact in the field.

Benefits

Access to game-changing technology

Dynamic and stimulating environment

Opportunity for personal growth

Collaboration with multidisciplinary teams

Qualifications

• 5+ years in a field service role related to microscopy or advanced solutions.
• Strong background in optics, electronics, and software troubleshooting.

Responsibilities

• Install and calibrate imaging systems for optimal performance.
• Provide training and technical support to customers.

Skills

Optics

Electronics

Mechanics

Software Troubleshooting

Customer Service

Problem-Solving

Communication Skills

Adaptability

Education

Bachelor’s degree in Physics

Master’s degree in Optics

Related field

Tools

Microscopy Systems

Calibration Tools

Job description

Sr. Field Service Engineer - North America

Job Title: Sr. Field Service Engineer - North America

Location: East Coast, near a major airport (remote, home-based, with travel up to 75%)

Department: Customer Care Operations

Reporting Line: Reports to the global Customer Care manager (based in Paris)

Company Overview

Abbelight, headquartered in Paris, France, is a rapidly growing startup specializing in super-resolution fluorescence microscopy, particularly Single Molecule Localization Microscopy (SMLM). Founded in 2016, Abbelight is pioneering the future of imaging by combining expertise in Chemistry, Optics, and Computer Science. The Company’s technology empowers researchers to visualize and analyze biological structures at the nanoscale, advancing discoveries in fields such as cell biology, neuroscience, immunology, and genetics. With a global commercial presence across EMEA, North America, and APAC, Abbelight is committed to supporting Discovery Research Institutions, BioPharma, Biotech, and CROs worldwide in pushing the boundaries of scientific discovery to improve human health.

Position Overview

The Sr. Field Service Engineer (FSE), North America, is a key role within Abbelight, ensuring customer success by delivering expert installation, training, support, and maintenance for our high-performance super-resolution microscopy systems. This role will be instrumental in solidifying Abbelight's direct presence in North America.

Territory

North America, with occasional support for global customers outside the region.

Key Responsibilities

1. Installation & Commissioning: Set up and calibrate our imaging systems, ensuring peak performance from the start.
2. Customer Training: Provide hands-on training for researchers and technicians, enabling them to utilize our systems fully.
3. Technical Support & Troubleshooting: Diagnose and resolve hardware, software, and optical issues to minimize downtime.
4. Preventive & Corrective Maintenance: Conduct regular maintenance and repairs to ensure long-term reliability.
5. Customer Relationship Management: Act as a trusted advisor, building strong partnerships and ensuring customer satisfaction.
6. Customer Documentation: Create, maintain, and distribute customer-facing documentation, including user guides, troubleshooting manuals, and training materials to enhance the customer experience.
7. Communication: Maintain effective communication with supervisors, fellow FSEs, and the Customer Care team to ensure alignment and efficient service delivery.
8. Collaboration & Feedback: Work closely with R&D, Sales, Field Applications Scientists (FAS) and Product teams, providing insights from the field, and assistance to drive continuous improvement.
9. Help in building the US FSE Team: Support the growth of the Field Service Engineering team in North America by sharing best practices, mentoring new hires, and helping establish local processes.

Qualifications

1. Education: Bachelor’s or Master’s degree in Physics, Optics, or a related field.
2. Experience: Minimum 5+ years in a field service role, or in a customer-facing role, in advanced solutions related to microscopy, optics, lasers...
3. Technical Expertise: Strong background in optics, electronics, mechanics, and software troubleshooting. Experience with fluorescence microscopy is a plus.
4. Customer-Centric Approach: Passion for delivering exceptional service and ensuring customer success.
5. Problem-Solving & Solution-Oriented Mindset: Ability to analyze complex technical issues, identify root causes, and implement effective solutions proactively.
6. Communication & Training Ability: Strong interpersonal skills to explain technical concepts to diverse audiences.
7. Adaptability & Continuous Learning: Eagerness to develop new skills, stay up to date with emerging technologies, and continuously improve expertise.
8. Teamwork & Independence: Ability to work autonomously in the field while collaborating effectively with internal teams.
9. High Travel Availability: Willingness to travel up to 75% across North America, supporting customers on-site.

Other requirements

1. US Citizenship or Valid Visa: Must possess US citizenship or a valid work visa allowing the candidate to work legally in the United States.
2. The selected candidate will be required to undergo training in France for a few weeks to learn our advanced microscopy solutions and systems, ensuring they are fully equipped to deliver high-quality service to our customers.

Why join us?

Working at Abbelight offers the possibility to:

1. Get access to game-changing technology.
2. Grow as an individual in a dynamic and stimulating environment with a friendly, open-minded atmosphere.
3. Make an impact by actively contributing to the company's growth.
4. Interact with multidisciplinary teams (biochemistry researchers, optical engineers, software developers, Sales, and Field Applications Scientists (FAS).