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Technical Support Engineer
2 months ago
About Vizgen Inc
Vizgen Inc is a dynamic organization that has pioneered the next generation of spatially resolved genomic technologies, empowering researchers to uncover new insights into the biological mechanisms that influence human health and disease. The innovative MERSCOPE platform captures RNA molecules and other analytes with exceptional precision and unmatched detection capabilities at subcellular resolution. MERSCOPE offers transformative insights across various fields including oncology, immunology, neuroscience, infectious diseases, developmental biology, and regenerative medicine.
Key Responsibilities:
- Deliver instrument and support services for clients in the NA East region, encompassing installation, preventive maintenance, upgrades, troubleshooting, and repairs.
- Become a subject matter expert on Vizgen's MERSCOPE technology, including its instrumentation, software, network communications, and commercial integration.
- Acquire a comprehensive understanding of Vizgen's consumables and their impact on platform performance.
- Engage directly with both external and internal clients to document complaints, investigate root causes, and propose both immediate and long-term solutions.
- Facilitate the onboarding process for new clients through installation and training on Vizgen's platform.
- Respond promptly to service requests and inquiries to foster positive client relationships.
- Document and monitor client issues, troubleshooting steps, and resolutions.
- Prioritize and ensure the resolution of issues within specified service level agreements (SLAs).
- Collaborate closely with management and team members to address technical challenges, provide feedback for product enhancements, and ensure client satisfaction.
- Assist in the coordination, scheduling, and tracking of instruments, service parts, accessories, and tools.
- Responsible for drafting, editing, and updating Service and Training manuals, Field Service Bulletins, and Standard Operating Procedures (SOPs).
- Support the management and sales of service contracts.
- Provide training and support to fellow field service engineers as necessary.
- Travel as required to provide on-site support to clients.
- Represent Vizgen in a professional and approachable manner when interacting with clients and colleagues.
Qualifications:
- Bachelor's degree in engineering or a related field such as biomedical, electrical, or mechanical engineering.
- Minimum of 5 years of relevant work experience, including at least 3 years as a field service engineer in the life sciences research or diagnostic sector.
- Preferred experience with imaging, sequencing, or fluidics instrumentation.
- Possession of a valid driver's license, US Passport, and a clean driving record.
- Willingness to accommodate significant overnight travel.
- Ability to lift equipment and boxes weighing up to 60 pounds.
- Strong analytical skills to interpret data, identify trends, and address customer needs and root causes.
- Demonstrated ability to quickly acquire expertise, manage multiple tasks, adapt to change, and innovate in a fast-paced environment.
- Excellent communication, interpersonal, and customer service skills.
- Highly motivated individual with a positive attitude, capable of thriving in a challenging and fast-paced work environment.
- Strong sense of urgency in resolving client issues.
- Highly organized and efficient in meeting deadlines.
- Proficient in utilizing technology and business platform tools, including Salesforce, customer support ticketing systems, remote troubleshooting tools, PowerPoint, Excel, Word, and other relevant software applications.
We offer a competitive salary, meaningful stock ownership, 401K, health benefits, a positive work environment, and the opportunity to be part of a high-growth startup. We seek candidates who have demonstrated leadership and excellence throughout their careers and are enthusiastic about addressing challenging technical problems.
WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
Vizgen is committed to providing equal employment opportunities to all qualified individuals, regardless of race, color, religious creed, national origin, age, military status, sexual orientation, disability, genetic information, gender identity, gender expression, or any other characteristic protected by law.
