Field Service Engineer II

Summary

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.

Primary Duties and 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 administrative responsibilities such as providing timely and accurate installation/maintenance reports, parts ordering/returns and expense reporting (5%).
• Provide relevant customer information updates to internal partners in support of BNG goals and provide technical feedback and design suggestions for product improvement (5%). 
• Engage in accurate utilization of the company’s customer database (CRM) (5%). 
• Other duties as assigned (5%).

Required Skills and Abilities 

• Experience in the alignment and troubleshooting of imaging systems or relevant research/clinical devices.  
• Must have professional communication and writing skills, interacting well with customers/internal partners. 
• Must have a valid driver’s license.
• Must have a valid passport or ability to obtain one within 3 months of start date.
• Based near major airport.

Preferred Skills and Abilities

• Capital equipment support experience in the research lab environment.
• Complex electronics troubleshooting, LASER imaging or Linux Server/Networking experience a plus. 

Education, Certifications, Licenses

• Education (Level and field of study) required/ preferred: Qualification in Electrical/Mechanical Engineering, Biosciences or relevant military experience with electronics/optical imaging experience
• Years relevant/ total work experience: At least 4 years of experience supporting capital equipment in the research or clinical fields.
• Certifications required/ preferred: N/A

Leadership Responsibility (Direct/ Indirect): N/A

Additional Requirements 

• Work Location:  Remote; Preferably located in or near Philadelphia PA, Boston MA, Baltimore MD, Raleigh NC.
• Travel Requirements:

• Up to 60% travel time expected.
• Domestic and international travel as needed to meet customer needs.

• Physical Requirements and Work Environment:

• Sit and stand for prolonged periods 
• Repeating motions that may include the hands, wrists and/or fingers 
• Use of hands to finger, handle, or feel, and reach with hands and arms
• Stand and/or move about the office or in various environments (including tight and confined spaces), or from one worksite to another
• Specific visual abilities, including close vision and ability to adjust focus, read, review, and assess the accuracy and thoroughness of the work assigned
• Verbal abilities require communicating with others to exchange information
• Occasionally adjusting or moving objects up to 60 pounds in all directions
• Work environment involving low/high temperatures; hazardous conditions, low ventilation, noisy environments, small/enclosed spaces
• In-person interaction with others indoors and outdoors
• Operating and driving motor vehicles; prolonged periods of sitting while driving
• Use standard computer, telephone and related equipment for communication, and recordkeeping
• Able to travel, including international travel, without personal assistance

The above physical requirements and work environment characteristics generally reflect those of this position but is not an exhaustive list. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions of the position, provided that such accommodation does not impose an undue hardship on the Company.

Disclaimer

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description generally reflects management’s assignment of essential functions but is not intended to be a comprehensive list of the duties and responsibilities of the position, and it does not limit or restrict the duties and responsibilities that may be assigned from time to time. The duties, responsibilities and job description of this role are subject to change at any time without notice.