Field Service Engineer/ Senior Field Service Engineer
Description
Inscripta was founded in 2015 and recently launched the world's first benchtop Digital Genome Engineering platform. The company is growing aggressively, investing in its leadership, team, and technology with a recent $150mm financing round led by Fidelity and TRowe price. The company’s advanced CRISPR-based platform, consisting of an instrument, reagents, and software, offers a fully automated workflow that enables multiplexed, trackable editing of cells at an unprecedented scale. Inscripta’s mission is to enable scientists to realize the full potential of biology. Due to rapid growth and recent commercialization, Inscripta has an opening for a Field Service Engineer/Senior Field Service Engineer located in the San Francisco, CA or Boulder, CO area.
Summary:
We are looking for an outstanding Field Service Engineer/Senior Field Service Engineer to ensure optimum instrument performance and consistent customer success using Inscripta’s Digital Genome Engineering platform. This individual will provide excellent service and support to customers using our Onyx genome engineering systems. The right candidate will leverage their superior customer management skills and technical expertise to perform services that include installation, training, maintenance, troubleshooting and repair of our instrument systems placed within Life Science and Biotechnology laboratory environments.
Responsibilities:
Operate as frontline service and support for internal and external customer-facing systems; perform installation, validation, maintenance, and repair using extensive technical experience.
Apply critical thinking and problem-solving skills to resolve customer issues, using defined procedures and practices and analyzing error messages, instrument logs and other data to determine resolution strategy.
Work independently in the assigned regions and work collaboratively with other field specialists to share best practices, field observations and customer solutions.
Focus on customer needs and satisfaction, while building upon and enhancing the customer relationship.
Document and report service visits in a timely manner; order and install repair components.
Help develop and maintain instrument records and service/repair/preventative maintenance procedures.
Drive service revenue sales targets; ensure strong contract retention and warranty conversion rates.
Act as an internal advocate by communicating customer feedback and requests to Sales, Product Management, Operations, and other departments.
Interact and train with operations, systems integration, and engineering teams to become a field expert/liaison for instrument-related questions and issues.
Requirements
Bachelor’s degree or higher in a technical or mechanical discipline; 3+ years’ field service experience in supporting, diagnosing, and repairing commercial electronic and electromechanical equipment.
For the Senior Field Service Engineer role, at least 6 years of experience is required (salary based on experience).
Proficiency in the service, support, and troubleshooting of sophisticated, high-throughput biological/life science instrumentation. Previous experience as a Field Service Engineer is preferred.
Ability to develop solutions to complex problems that require innovation and collaboration.
Familiarity with user interfaces, software, and instrument logs for system operation, diagnosis, and repair.
Sharp customer focus and dedication; robust time management and organization skills.
Strong verbal, written and interpersonal communication skills to provide training, resolve customer issues and work collaboratively in a team setting.
Ability to learn quickly and work in a highly innovative, fast-paced startup environment, collaborating closely with other cross-functional and geographically distributed teams.
Initial coverage for this position will be split evenly between internal and external placements. Average of 30% overnight travel in the West and Midwest of North America. The role occasionally will cover the East coast region (~5% of travel).
This remote position can be based in either the San Francisco, CA or Boulder, CO area.
Inscripta offers a competitive base salary, bonus plan, benefits package, 401k match and an attractive equity program to all team members. Base Salary Range: $110,000 to $130,000 per year. Base salary range provided per current averages and expectations. The salary and job title for this opening will be based on the selected candidate's qualifications and experience and may be outside this range. Join us and work with a cutting-edge organization creating cutting edge technology. At Inscripta, we don’t just accept difference – we celebrate it, support it, and thrive on it for the benefit of our employees, our innovation, and our community. We are proud to be an equal opportunity workplace because the more inclusive we are as a company, the better our work will be. Inscripta is headquartered in Boulder, CO with offices in Pleasanton and San Diego, CA. This role can work out of either our Pleasanton, CA or Boulder, CO office locations with regular travel between these locations and to customer accounts.
