Senior Field Service Engineer

The Details:

Reporting to the Associate Director Field Applications, this exciting role involves working closely with the sales team to provide a high-quality level of technical expertise and representation for Oxford Nanopore Technologies Ltd.’s products, ensuring the successful application of the products to customers’ research. You’ll work closely with cross-functional teams (Sales, FAS, CS, PM and Logistics) to provide high-quality technical expertise for Oxford Nanopore Technologies hardware and software products. The role involves supporting our customers with on-site installation, implementation, maintenance and services to maximize the utilization of our devices. The successful candidate will support a variety of customer types in the defined territories, ensuring a continuous flow of device utilization.

Responsibilities include:

• Install hardware/software products and configurations at customer sites
• Perform maintenance, troubleshooting, and repairs
• Submit service reports, expense reports, and work orders in a timely manner
• Drive continuous improvement via feedback to internal teams
• Ensure customer satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance
• Revise/review SOPs
• Maintain accurate service inventory within ONT’s CRM
• Train other field engineers and customers

What We’re Looking For:

You’ll have a proven background of laboratory device repair with a documented experience in servicing life science tools and devices. You’ll be used to working in a fast-paced, multi-tasking environment with the ability to efficiently work on and manage many priorities at one time. Your communication and interpersonal skills are a key strength, and you have the technical proficiency to understand and clearly discuss fundamental theory and principles of device functioning and to provide information back to customers in a courteous, positive, and professional manner. You’re able to work effectively both with internal departments and internationally.

We’ll expect you to have at minimum a BS in Electrical and/or mechanical Engineering with experience in life sciences or equivalent NGS customer facing commercial experience. You’re a confident presenter that is comfortable communicating with, teaching, or training other scientists and have excellent troubleshooting, writing, and editing skills. You’re a proficient user of Microsoft Office and ideally will have used SalesForce or a similar CRM database. Computer experience (Linux OS) and literacy is a must.

Frequent travel (up to 70%) is a part of this role.

The salary for this role is between $111,000 and $160,000 USD. The salary offered will reflect the skills and experience of the candidate.

Certain roles within ONT are eligible annual bonus and stock. These awards are allocated based on individual performance.

Employees based in the US have the option to choose healthcare benefits, participate in the company 401(k) plan and company match, we also offer short-term and long-term disability coverage, basic life insurance, and commuter benefits to name a few.