Full-Time Technical Product Support Engineer
Job Description
High growth, pre-IPO company in stealth mode
Join a rapidly growing company that is developing ground-breaking genomics technologies that will push the boundaries in the clinical, life sciences research and therapeutic fields. We are well-funded by global top-tier investors, including venture capital firms and growth equity investors. Our team brings together unique and diverse expertise across multiple disciplines, from healthcare and life sciences, to engineering, to technology and software and beyond. We are a collaborative group of more than 200 employees, including successful entrepreneurs, hardware and software engineers, genomics and biotechnology experts, molecular and computational biologists, software and algorithm experts, and operations and commercial leaders. Play an important role in the development and commercialization of technology and products that will accelerate our understanding of life, biology and disease and transform large industries.
We are looking for a highly motivated Technical Product Support Engineer to join our team!
The Technical Product Support Engineer plays a strategically important role in ensuring the company’s business success. The primary responsibilities include, but are not limited to, supporting Field Service Engineers (FSEs) and Field Application Scientists (FASs) groups with technical support, authoring and reviewing Best Known Practices (BKMs) for field deployment, and coordinating the rollout and implementation of Engineering Change Orders (ECOs) in the field.
Technical Product Support Engineers (TPSEs) will train FSE’s on best practices and be the point of contact for field escalations. TPSEs are system experts and sometimes work side by side with R/D to gain a deep understanding of the system. TPSEs will help define problem statements, develop mitigations, and are a key contributor to Corrective Action Preventative Action (CAPA) plans.
How You’ll Contribute
- Transfer technology from R/D to customer sites by working side by side with engineering, chemistry, and operations groups in system Operational and Performance Qualification stage
- Monitor field issues and escalate trends to R/D and Upper Management in the form of dashboards and other high level communications
- Collaborate with Operations and R/D on product improvement plans. Represent the ‘Design for Serviceability’ and ‘Design for Usability’ perspectives in engineering design reviews
- Manage the Enterprise Resource Planning (ERP) and Computerized Maintenance Management Systems (CMMS) to ensure customer sites are appropriately resourced in FSEs and Field Replaceable Units (FRU)
- Test and validate process flows, service procedures, and hardware prior to release. Deliver and present to customer-facing groups to ensure proper field implementation
Qualifications, Skills, Knowledge & Abilities
- BS or MS in Engineering or core scientific degree. Electrical, Mechanical, Biomedical Engineering disciplines are preferred
- 2+ years experience troubleshooting complex systems dealing with electrical, mechanical, and software designs
- Experience teaching or transferring knowledge to others to help grow in their technical and troubleshooting skills
- Experience working on hardware, software and chemistry integration is highly desired
- Some experience in a technical support or customer service role
- Highly curious with a self-starting attitude.
- Excellent verbal and written communication skills
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