Reports to: Senior Director of Global Customer Success
Position Location: Company HQ in Suburban Philadelphia, PA
The Service Engineer will provide both office-based and off-site support for our analytical instrument customers. The primary role will be a corporate office-based resource designed to support all internal company product service needs & deliverables. These tasks will include customer technical phone and email support, manufacturing testing protocol support, product development testing support, and applications laboratory instrument repair support. The Service Engineer will be responsible for developing and maintaining the product service documentation, creating/updating manuals, documentation (quick start guides, instructions) and service processes as needed and as the organization scales. In addition, the Service Engineer will perform system installations, onsite repair calls, preventive maintenance calls and remote technical support for our customer base. The Service Engineer will also support our Commercial Team with pre-installation support.
Responsibilities:

(1) Internal & External Customer Support (50%)

• Support external commercial customers & strategic partners to ensure high up time on the MOBIE product platform.
• Provide both on-site & remote technical support.
• Collaborate with internal teams to diagnose and resolve escalated field issues.
• Monitor incoming service requests.
• Install, repair, and perform training on the MOBIE platform.
• Support internal MOBIE installation base as well as act as primary point of contact for 3rd party instrumentation support requests.
• Log all MOBIE support requests in customer resource management software.
• Document customer feedback on the product for continuous improvement.
• Maintain spare parts inventories to support the MOBIE product & internal 3rd party equipment.
• Support Manufacturing checkout of commercial products.

(2) Documentation Creation & Implementation (30%)

• Document known bugs, troubleshooting workflows, and service notes in support of the internal & external customers.
• Document installation & maintenance results in the MOBILion quality system.
• Create & maintain up to date critical service documentation (manuals, testing protocols, checklists, training guides, etc.)

(3) Product Development Integration in support of Product Roadmap (20%)

• Contribute to cross-functional teams to support sustaining engineering efforts.
• Drive service responsibilities during new product rollout to ensure successful product launch.
• Act as customer & service champions during product ideation.
• Collaborate with the NPI team for new product introduction activities.

REQUIRED SKILLS & QUALIFICATIONS:

• Bachelor’s degree in analytical chemistry, chemistry, physics, or engineering.
• Minimum of 3 years industrial experience utilizing or servicing analytical instrumentation.
• Previous experience using, troubleshooting, and servicing mass spectrometry instrumentation.
• Previous proficiency with training customers in mass spectrometry including, but not limited to hardware, software, data acquisition.
• Ability to identify unmet needs in analytical workflows and provide a hypothesis for the potential impact of SLIM.
• Knowledge of workflows related to analysis of biological samples.
• Ability to work independently and collaborate with the technical team.
• Exceptional time and project management skills with the ability to work on multiple projects in a changing environment.
• Exceptional critical thinking skills, ability to decompose complex problems, prioritize issues, and implement sensible solutions.
• Strong customer centric focus.
• Excellent communication skills and ability to speak, present and write clearly and accurately, particularly as it relates to technical concepts.
• Ability to communicate cross-functionally with internal teams.
• Willingness to travel 35%

PREFERRED SKILLS & QUALIFICATIONS:

• An advanced degree in these or related disciplines is a plus.
• Self-motivated worker in a dynamic start-up environment.
• Technical documentation generation.
• Ability to work independently in the laboratory, including experiment design, sample preparation, operation of scientific equipment, and data interpretation.
• Previous experience as a field service engineer

Please refer the Job description for details