Field Service Engineer - NJ/NYC & Eastern PA

About the role

As a Customer Service Engineer, you’ll support customers using MLD and RRD products, while also providing service expertise across other Applied Genomics and Life Science solutions. This role covers the NJ/NYC greater Metro area including Eastern PA, reporting to the Mid-Atlantic Team Leader and partnering closely with internal teams to keep customers operating smoothly.

Responsibilities

• Provide technical customer service for MLD and RRD products, including troubleshooting, diagnostics, and resolution support.
• Support installation, qualification, preventive maintenance, and service activities in the field as needed.
• Translate customer issues into clear, actionable updates for internal teams to drive timely fixes and continuous improvement.
• Travel throughout the NJ/NYC area, Philadelphia and provide backup coverage in the MD/DC territory (approximately 80% travel), with some overnight possibilities based on customer needs.
• Maintain accurate service documentation, follow defined processes, and help ensure a high-quality customer experience.

Requirements

• Bachelor's degree in Engineering, Life Sciences, Biomedical Sciences, or STEM Field
• 3+ years of experience in technical customer service, field service engineering, technical support, or a related customer-facing service role in a laboratory, life science, or regulated technology environment.
• Strong troubleshooting skills with the ability to work methodically from customer symptoms to root cause, using documented procedures and tools.

Qualifications

• 3+ years experience supporting Applied Genomics or Life Science instruments and related systems (including service, validation support, or qualification activities).
• Familiarity with service documentation, change tracking, and structured problem-solving approaches used in technical environments.
• 3+ years experience coordinating with cross-functional internal teams (engineering, operations, or technical management) to resolve complex issues.

Benefits

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan

Pay

The pay range for this full-time position is a salary of $65,500.00 – $88,000.00 USD annually. The pay offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training.