Sr. Field Service Engineer (Los Angeles/Orange County)

Overview

The Sr. Field Service Engineer provides highly visible customer support through escalation support, high-level installs, and oversight of diagnosis, troubleshooting, service, and repair of complex equipment and systems, coordinating complex customer repairs across the region.

What you'll do

• Drive business of escalation support and coordinate resources to provide timely resolution of customer complaints.
• Develop action plans with limited information.
• Ensure timely onsite technical assistance to customers, Field Applications specialists, and field salespeople.
• Ensure effective problem resolution assistance to subsidiary or distributor support.
• Keep Service and Training manuals, Field Service Bulletins, and SOPs up to date.
• Install, upgrade, repair, and maintain instrument systems in defined territory.
• Delegate and ensure provision of technical support to staff, contractors and customers, and provide guidance to lower level personnel.
• Partner with assigned District Manager to drive necessary complaints to escalations.
• Work in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals.
• Maintain relationships with existing customer base and ensure their satisfaction with Service.
• Provide guidance and mentoring to mid and senior level field personnel.

What you'll need

• Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD without experience; or equivalent work experience.
• Must be highly motivated and have strong problem solving ability.
• Excellent verbal and written communications skills.
• Must have good technical writing abilities.
• Must be able to work independently and as a team player.
• Computer experience and literacy a must.
• Candidate must live in Los Angeles or Orange County.

Nice to have

• 5+ years' relevant experience in the biotechnology/biomedical industry.
• Networking and LINUX knowledge.

Details

• Location: Southern California, US (candidate must live in Los Angeles or Orange County).
• Approximate travel 50-60%.
• Not eligible for visa sponsorship.