Robotics Service Technician

2 weeks ago

San Francisco, California, United States Clear Labs Full time

Company Overview
Clear Labs (CL) leverages cutting-edge next-generation sequencing (NGS) technology to streamline intricate diagnostics for both clinical and applied sectors. Our fully automated platform integrates DNA sequencing, robotics, and cloud-based analytics, making genomics applications more accessible and enhancing diagnostic clarity. Our innovative platform expedites outcomes and boosts accuracy in areas ranging from food safety to infectious disease detection.

Position Summary
The Field Service Engineer is a vital member of the Clear Labs Client Care Team, reporting directly to the Manager of Technical Support. This role encompasses the maintenance and support of both in-house and field-installed robotic systems, involving a blend of proactive and reactive measures as required. Additionally, the engineer may contribute to strategic projects across various teams to align with company objectives.

Key Responsibilities
This position primarily focuses on supporting robotic systems deployed at client locations globally and at the Clear Labs headquarters. Responsibilities include:

  • Conducting preventative maintenance and executing emergency repairs.
  • Engaging with clients through in-person interactions and electronic communications, instilling confidence in both personal expertise and the capabilities of Clear Labs.
  • Documenting site visits and maintaining detailed service reports of all activities performed.
  • Providing constructive feedback to internal teams to identify failure points and enhance system reliability.
  • Assisting the Client Care team to optimize equipment uptime and responsiveness.
  • Supporting logistics to ensure timely shipment of products and finished goods while providing insights on inventory management to minimize waste and maximize customer uptime.
  • Maintaining a professional demeanor at all times when interacting with clients, customers, and vendors.

Qualifications
Ideal candidates will possess:

  • A Bachelor’s degree in a relevant field is strongly preferred.
  • A willingness to travel on short notice to support customer operations, with expected travel ranging from 25% to 75% monthly, including potential weekend commitments.
  • Availability for 20-40 hours of work per week, Monday through Friday.
  • A contract duration of 6 months, with the possibility of renewal based on business needs.
  • Hands-on experience in field service, particularly within the biotech, life sciences, or robotics sectors, including adherence to biohazard safety protocols.
  • Strong troubleshooting capabilities in general electronics, electromechanical systems, robotics, liquid handlers, computers, and networking components.
  • Preferred experience with Hamilton liquid handlers, with certification in Hamilton service training considered a plus.
  • Excellent communication skills and the ability to manage customer expectations while delivering exceptional service.
  • A comprehensive understanding of technical support practices aimed at achieving a world-class customer experience.
  • The physical ability to lift, carry, push, pull, or otherwise move up to 80 lbs on an infrequent basis.
  • Current authorization to work in the US, with no immigration sponsorship available.

Compensation and Benefits
Compensation will be based on experience and qualifications, with an hourly wage structure. Additional benefits include:

  • A lunch stipend for days worked at headquarters.
  • Reimbursement for personal phone bills used for business purposes, up to $100 monthly.
  • Compliance with Clear Labs Travel and Expense Policy procedures.

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