Field Service Engineer, West

This is your chance to join an awesome, growing and fast-paced company creating unbelievably cool life science products! If you’re psyched to join an ever-changing, dynamic environment, if you like to play with new tools, and you like your work to be visible and make a difference, this is the place for you. 

The Top Line

Here’s the deal. We’re all about helping researchers break free from tools that just don’t cut it. Unleashing problem-tackling products that make a huge difference in the real science they do every day. That’s our mantra, our promise and we own it. Our tribe is different. We thrive on moving fast, taking risks and persevering through failure. We embrace the unknown and we are happy to make mistakes. We are there for each other and we crave diversity because we know that building a truly diverse tribe will make us better at everything.

The Job

We are seeking a top-notch, Bay Area based, Field Service Engineer to install, commission, maintain, and repair state-of-the-art laboratory automation workflow solutions.  This job is all about skillfully servicing and supporting Big Kahuna, Junior and integrated 3rd party lab automation equipment while building famous relationships with customers.  You will enable customers to meet their workflow automation goals thereby making an oversized impact on customer and Unchained Labs success.  This is your rare opportunity to jump in at a scale up stage and play a huge role in something special!       

Responsibilities

• Provide uncommonly excellent customer service and make customers happy!
• Be a key player on cross-functional teams that build, test, deliver, and support customized automated workflows solutions
• Coordinate with customers to ensure their facilities meet system installation requirements
• Install and commission Big Kahuna and Junior based automation solutions at customer sites
• Service and support workflows automation equipment at Pleasanton, CA HQ
• Provide remote troubleshooting assistance to customers
• Travel to customer sites to perform preventative maintenance and repairs
• Log service cases and detailed reports in Salesforce CRM
• Prioritize your customer caseload and plan your schedule, travel, and materials accordingly
• Be a customer advocate – provide customer feedback and field perspective to make us better at meeting customer needs.  

Qualifications

• Bachelors degree or higher in a STEM field or equivalent industry experience
• 5+ years experience providing field customer support for complex robotic equipment
• Strong operator and troubleshooting skills for electro-opto-mechanical systems
• Curious about customer applications and able to understand their technical challenges
• Strong written and verbal communicator
• Self-driven and thrive in an environment of high-performance expectations
• Willing to travel up to 50%; primarily within western USA and occasionally throughout North America and internationally