Field Service Engineer

Field Service Engineer

Boston, MA / Seattle, WA

Commercial Customer Success /

Regular, Full-Time /

Remote

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Gator Bio is at the forefront of biolayer interferometry (BLI) technology, delivering real-time, label-free analysis systems to support breakthroughs in biomolecular interactions. The Gator instrument suite, including models such as the Gator Pro, Pivot, Prime, Pilot, and Plus, empower researchers across diverse applications, from antibody discovery to small molecule analysis. By joining Gator Bio, youll contribute to meaningful advancements in life sciences and support leading-edge research tools designed for efficiency and reliability.

The Field Service Engineer reports to the Field Service Manager. The Field Service Engineer will be responsible for providing support for a wide range of technical equipment and systems, both internal and on-site at the customer''s location. As part of the Customer Success team, the Field Service Engineer ensures high standards of performance across Gator Bios portfolio, helping to minimize downtime and enhance the user experience for Gator Bios research clientele.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage, perform, and document all on-site installation, repair, calibration, preventative maintenance, inspection, and test tasks in a timely and detailed manner for BLI instrumentation
• Ability to adjust coordinates, adjust spectrometer parameters, replace parts etc.
• Diagnose alarms, errors or technical/mechanical problems and implement proper solutions
• Perform and document system validation (IQ/OQ/PQ)
• Triage, schedule, and provide customer support by telephone, email, or customer visits
• Cooperate and communicate effectively with customers, project teams, engineering team, sales and others
• Prioritized and plan work activities to make the most efficient use of allotted time
• Report and contribute recommendations for products in development
• Document tasks performed at customer sites with Gators CRM
• Log all customer visits and generate new service-related documents
• Report quality issues to Gators QMS and accomplish tasks in a timely manner
• Represent Gator Bio in a constructive way to continue or help build positive customer relationships
• Produce timely and accurate expense reports
• All job duties as assigned.

QUALIFICATIONS

• Minimum of BS in bioengineering, engineering, optical engineering, or related field.
• Minimum three years of hands-on experience of instrumentation service.
• Ability to troubleshoot, test, repair and service technical and mechanical equipment.
• Ability to adapt to changes in work schedule and alter travel plans accordingly
• Basic wet lab skills (e.g. pipetting, making dilutions, etc) highly desired.
• Knowledge of IQ/OQ/PQ a plus.
• Excellent interpersonal and verbal communications skills.
• Highly organized and able to work independently.
• Travel 50-75% (Domestic and International).

POSITION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift, push, pull, carry, and/or move 50+ lbs.
• This role will require long periods of standing, walking, and sitting.
• The employee will be required to use their hands for computer work, phone calls, and pipetting.
• Must pass a health screening.

$90,000 - $120,000 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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