Senior Field Service Engineer (Central or East Coast Region)

Clear Labs delivers access to genomics, data analytics, and actionable insights that protect life. Through innovative clinical and food safety, next-generation sequencing, and software, we deliver clarity in infectious disease genome surveillance that can help protect human lives. Clear Labs services the global food industry, service laboratory, public health, and government segments and is committed to ushering in a new standard for food safety and infectious disease testing.

The Senior Field Service Engineer reports to the Manager of Technical Support and works closely with all Clear Labs Customer Success Team members. This person is responsible for supporting both in-house and field-installed robotic systems for both proactive and reactive activities as needed. They may also be assigned to support strategic projects for various Clear Labs teams as needed to support the company goals and objectives.

This candidate should possess strong technical skills as well as the ability to operate independently and with minimal supervision. In support of Clear Labs’ objectives, this role must exhibit drive, passion, and a competitive spirit to help maximize Clear Labs' commercial success. 

Location

Based in a metropolitan area with major airports in either the east coast or central time zone.

Job Responsibilities

Support and Maintenance

• Provide comprehensive support for all robotic systems at Clear Labs headquarters (HQ) and customer sites worldwide.
• Perform new equipment installations/relocations/deinstallations, preventive maintenance, and emergency repairs.

Customer Training and Communication

• Train customers on basic system maintenance and usage to ensure optimal performance and user confidence.
• Communicate professionally with customers in person and electronically to instill trust in the engineer's expertise and the capabilities of the Clear Labs team.

Feedback and Continuous Improvement

• Provide actionable feedback to internal teams to address system failure points and improve reliability.
• Assist in quality process improvement initiatives to enhance operational efficiency and system robustness.

Collaboration and Project Support

• Collaborate with the Field Applications team to maximize equipment uptime and responsiveness.
• Participate in special projects to drive company success by working cross-functionally with internal departments, OEM partners, and account stakeholders.
• Learn new systems and processes as required, incorporating improvements with the support of Clear Labs teams.

Commercial and Sales Support

• Coordinate with Commercial Team members to relay information accurately and support Sales and Evaluations to achieve financial targets.

Requirements

• Bachelor’s degree in a related field is strongly preferred. 
• 8+ years of servicing the Hamilton Microlab Star or equivalent experience
• Must be able to travel extensively, including international travel, with little to no advance notice. Travel requirements are expected to range between 50% and 100% per month, including occasional weekend travel.
• Hands-on field service experience, preferably in the biotech, life sciences, or robotics industries. Experience working on systems in customer laboratories while adhering to biohazard safety protocols.
• Strong troubleshooting abilities in electronics, electromechanical systems, robotics, liquid handlers, computers, and associated networking components.
• Working knowledge of technical support processes aimed at delivering a world-class customer experience.
• Communication and Customer Service: Excellent communication skills with the ability to manage customer expectations and deliver outstanding service.
• Ability to lift, carry, push, or pull up to 80 lbs. on an infrequent basis.
• Availability for after-hours on-call support on a rotating basis may be required.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Employee Assistance Program (EAP)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Competitive Stock Option Plan

Salary range

$100,586 - $150,878 (depending on experience)