Senior Field Service Engineer

Job Summary

As a Field Service Engineer at Oxford Nanopore, you will be working within a cross-functional team to provide high-quality technical expertise and service on our devices. You will be primarily responsible for installing, servicing, maintaining, supporting and networking of all our hardware products to enable the maximal utilisation of our devices. 

This role requires adept troubleshooting, excellent verbal and written communication, effective time-management, situational awareness, poise under pressure and the ability to work collaboratively. You will be expected to build and maintain strong relationships with customers and colleagues in Services, Global Support, Product Management, Engineering, Sales, Marketing and Quality note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

Duties:

Duties include, but are not limited to:

•    Install, upgrade, repair, maintain and network instruments at customer sites and if applicable regional in-house laboratories.

•    Provide technical support to customers, colleagues, distributors and contractors.

•    Proactively monitor, schedule and prioritise tasks to maximise instrument uptime and customer satisfaction

•    Maintain a close relationship with HQ engineering team.

•    Escalate repairs as needed, and be the primary point of contact for escalation-related activities

•    Assist with the coordination of new installations, including large-scale installations, that require facility inspections and instrument validation

•    Utilise and maintain up-to-date service and training manuals, Field Service Bulletins, SOPs and facilitate remote connectivity to customer instrumentation for remote fixes when possible

•    Manage all administrative tasks, including inventory levels, within ONT's CRM in a timely manner, making suggestions for improvements as needed

•    Deliver IQ-OQ-PQ or IQ-OQ-PQ-IPV services at customer sites

•    Build and maintain a strong relationship with strategic customers in the territory

•    Work with Engineering, PM and Global Support to drive product performance monitoring and product improvement

•    Work in conjunction with Sales and Marketing staff to coordinate new system placements, promote upgrades and timely service contract renewals etc

•    Train other FSEs & TS colleagues and customers as required, including developing curriculum and content in collaboration with the APAC Training lead.

• Minimum BS in Electrical/Electronic/Software Engineering and/or Mechanical Engineering

• Related degree with knowledge in the biotechnology/biomedical industry, or applicable experience.

• Relevant experience as a Field Service Engineer
• Experience in a fast-paced working environment

• Proven experience assembling and developing complex electromechanical products 
• Experience with automated liquid handler 

Knowledge/Skills/

Abilities

• Knowledge of mechanical and electronics engineering principles 
• Hands on technical ability working with complex instruments, component soldering and rework, PCB modifications, mechanical assembly

• Knowledge of quality management systems 
• Proficient IT skills including Microsoft Office & Excel
• Experience navigating a Linux file system via command line

• High work standard and quality
• Positive can-do attitude
• Enthusiastic self-starter
• Excellent team player
• Excellent communication skills, listening skills, and interpersonal skills
• Plans and organises work effectively, self-motivated

• Strong adaptability
• Requires minimal supervision

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