Field Service Engineer

About the role

The Field Service Engineer (FSE) II is responsible for the installation, maintenance and repair of Bionano’s complex whole genome imaging systems. The FSE II plays an important role in first class support of an assigned customer installation base while being an active contributor to interdepartmental teams for continued success.

Work Location: Remote; preferably located in or near Philadelphia PA, Boston MA, Baltimore MD.

Travel Requirements: Up to 60% travel time expected; domestic and international travel as needed to meet customer needs.

Responsibilities

• Perform Saphyr and Stratys installations, upgrades, preventative maintenance and repairs at customer sites (30%).
• Diagnose and resolve complex instrument faults minimizing downtimes (25%).
• Maintain regular, frequent communication with customers/internal partners ensuring resolution leading to customer satisfaction (15%).
• Collaborate with regional and global FSE, FAS, Sales, Development and Technical Support personnel for team success (10%).
• Keep up to date on