Technical Support Engineer

2 weeks ago

Cambridge, Massachusetts, United States Vizgen Inc Full time
Job Overview

About Vizgen Inc

Vizgen Inc is an innovative enterprise that has pioneered the next generation of spatially resolved genomic tools, enabling researchers to uncover new insights into the biological mechanisms that influence human health and disease. The company's cutting-edge MERSCOPE platform provides high-precision imaging of RNA molecules and other analytes, achieving unparalleled detection efficiency at subcellular resolution. MERSCOPE facilitates transformative research 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 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 issues, investigate root causes, and propose both immediate and long-term solutions.
  • Assist in onboarding new clients through installation and training on Vizgen's platform.
  • Respond promptly to service inquiries to foster positive client relationships.
  • Document and monitor client issues, troubleshooting efforts, and resolutions.
  • Prioritize and ensure the resolution of issues within established service level agreements (SLAs).
  • Collaborate closely with management and team members to address technical challenges, provide feedback for product enhancements, and ensure client satisfaction.
  • Coordinate, schedule, and track instruments, service parts, accessories, and tools.
  • Contribute to the development and revision of Service and Training manuals, Field Service Bulletins, and Standard Operating Procedures (SOPs).
  • Support the management and sales of service contracts.
  • Provide training and assistance to fellow field service engineers as necessary.
  • Travel as required to support clients on-site.
  • 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.
  • A minimum of 5 years of relevant work experience, including at least 3 years as a field service engineer in the life sciences research or diagnostics sector.
  • Preferred experience with imaging, sequencing, or fluidics instrumentation.
  • Possession of a valid driver's license and a good driving record.
  • Willingness to accommodate significant overnight travel.
  • Physical capability to lift equipment and boxes weighing up to 60 pounds.
  • Ability to analyze and interpret data to identify trends, client needs, and root causes of issues.
  • Demonstrated capacity to quickly acquire expertise, manage multiple tasks, adapt to change, and innovate in a dynamic environment.
  • Exceptional communication, interpersonal, and client-facing skills.
  • A highly motivated individual with a positive attitude, capable of thriving in a challenging and fast-paced work environment.
  • A strong sense of urgency in resolving client issues.
  • Highly organized, disciplined, and efficient in meeting deliverables.
  • Proficient in utilizing technology and business tools, including Salesforce, customer support ticketing systems, remote troubleshooting, and Microsoft Office applications.

We offer a competitive salary, meaningful stock ownership, 401K, health benefits, a collaborative work environment, and the opportunity to contribute to a high-growth startup. We seek candidates who have demonstrated leadership and excellence throughout their careers and are enthusiastic about tackling complex technical challenges.

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.

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