Senior Field Service Engineer - Philadelphia, Greater PA, NJ, MD, DC

About the role

Support customers using MLD and RRD products, while also providing service expertise across other Applied Genomics and Life Science solutions. This role covers the Philadelphia and greater PA/NJ and MD/DC area, reporting to the Mid-Atlantic Team Leader and partnering closely with internal teams to keep customers operating smoothly.

Responsibilities

• Provide advanced 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 Philadelphia and greater PA/NJ and 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
• 5+ 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

• 5+ 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
• 5+ years experience coordinating with cross-functional internal teams (engineering, operations, or technical management) to resolve complex issues

Skills

• Technical customer service
• Field service engineering
• Technical support
• Service documentation
• Change tracking
• Structured problem-solving
• Cross-functional coordination

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 $78,000.00 - $104,000.00 USD Annually. This range reflects the minimum and maximum target for a new hire in this position. 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.

Schedule

Full-time position.