Field Service Engineer, West Coast

 Job Description: Field Service Engineer, West

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, West coast based, Field Service Engineer to install, maintain, and repair state-of-the-art laboratory instruments.  This job is all about skillfully servicing and supporting Uncle, Lunatic, Stunner, Big Tuna and others in our Biologics and Gene Therapy product portfolio while building famous relationships with customers.  You will enable customers to meet their research and development 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!
• Travel to customer sites to perform installation, preventative maintenance, and repairs
• Provide remote troubleshooting assistance to customers
• 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

• Based in the Bay Area California or Washington/Seattle area
• Bachelors degree in a STEM field or equivalent industry experience
• 3+ years experience providing field customer service for complex equipment
• Strong operator and troubleshooting skills for elctro-opto-mechanical systems
• Strong written and verbal communicator
• Self-driven and thrive in an environment of high-performance expectations
• Willing to travel greater than 50%; primarily within western USA and occasionally throughout North America