field service engineer
Spatial biology
china
Lead APAC service activities for a leading spatial biology company!
The client
vizgen
Vizgen is a rapidly growing company developing the next generation of spatially resolved genomic profiling tools that enable researchers to gain new insight into the biological systems that underlie human health and disease. The company’s groundbreaking MERFISH spatial transcriptomics technology images RNA molecules with high accuracy and unrivaled detection efficiency at subcellular resolution. MERFISH provides transformative insight into a wide range of tissue-scale basic research and translational medicine in oncology, immunology, neuroscience, infectious disease, developmental biology, and regenerative medicine.
Q1 / Q2
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About this role
Reporting to the global Field Service Manager in the US and working closely with Vizgen’s Support and Product team members, the Field Service Engineer will provide instrument support to customers throughout China for the Vizgen’s MERSCOPE and MERSCOPE Ultra instruments. MERSCOPE is an in-situ single cell, spatial omics platform that includes reagents, instrumentation, and analysis software. We are seeking an experienced field support engineer with complex scientific problem-solving skills and the ability to understand and implement solutions to meet customer needs.
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Who are we looking for...
- Engineering Bachelor’s Degree or equivalent in biomedical, electrical, mechanical or related field
- 5+ years work experience as a field service engineer in the life sciences research or diagnostic industry
- Experience with imaging, sequencing, or fluidics instrumentation preferred
- Valid driver’s license, US Passport, and good driving record
- Available to accommodate significant overnight travel
- Ability to lift boxes and equipment up to 60 pounds
- High sense of urgency for resolving customer issues
- Highly organized, disciplined, and efficient in meeting deliverables
- Highly proficient in leveraging technology and the use of business platform tools including Salesforce, customer support ticketing, remote troubleshooting, PowerPoint, Excel, Word, and other relevant software applications
what you can expect...
- Provide instrument and support coverage for customers in China for installation, preventative maintenance, upgrades, troubleshooting, and repair
- Become subject matter expert on Vizgen’s MERSCOPE technology, including instrumentation, software, network communications, and commercial integration of the platform
- Develop a working knowledge of Vizgen’s consumables with respect to how they impact the performance of the platform
- Work directly with external and internal customers to record complaints, investigate underlying causes, and identify short term or long-term solutions
- Support onboarding of new customers through installation and training on Vizgen’s platform
- Respond promptly to service requests and inquiries to ensure a positive customer relationship
- Document and track customer issues, troubleshooting, and resolutions
- Work closely with management and other team members to solve technical issues, provide product improvement feedback, and ensure customer satisfaction
- Responsible for editing, writing, and modifying Service and Training manuals, Field Service Bulletins, and SOPs
- Support the selling and management of service contracts
- Represent Vizgen in a professional and friendly way when engaging with both customers and internal colleagues
