Field Service Engineer II

Overview

At Alamar, we are passionate about enabling our customers to make scientific discoveries that translate into clinical outcomes and benefit patients. Our team is growing quickly as we develop innovative approaches to measure critical protein biomarkers from liquid samples that can enable the earliest possible detection of disease. We believe the next frontier in biology is enabled by measuring proteins at higher sensitivity in highly multiplexed assays at the push of a button, which is something only Alamar can do. As we build our team, we seek collaborative, driven, intellectually curious people committed to solving complex challenges. Our culture rewards accountability and cross functional teamwork because we believe this enables the kind of breakthrough thinking that will accelerate our mission.

We are searching for a Field Service Engineer to join a dynamic team of professionals supporting Alamar’s automated instrument for high-precision proteomic analysis. Centered upon field engineering within our Customer Support organization, this role will leverage your expertise to deliver exceptional levels of customer service. This is a customer facing, hands on role which offers the opportunity to make meaningful impact on the development of our field service team. The role has significant opportunity for accelerated learning along with close collaboration with Service Development, Engineering, and R&D teams.

Responsibilities

• Instrument installation, planned maintenance, corrective maintenance, and upgrades for Alamar’s ground breaking ARGO platform in customer facilities
• Provide exceptional levels of remote and on-site customer support primarily in central US.
• Initiate and cultivate positive relationships with customers and colleagues
• Address customer requests rapidly including documenting in CRM system
• Proactively collaborate with colleagues to provide comprehensive solutions to customer facing issues
• Provide valuable Voice of Customer insights to inform product improvements
• Create and refine scalable customer support processes which allow for future growth
• Create / review technical work instructions, manuals, and bulletins

Qualifications

• Adaptable self-motivated person with an attention to details
• Bachelor’s degree or equivalent in related field (prefer 2-3 years of field-based service experience in bio-tech industry)
• Exceptional customer facing skills (listening, empathy, de-escalation, proactivity)
• Pragmatic thinker with a clear and effective approach to problem-solving
• Outstanding written, verbal, and presentation skills, capable of conveying complex information with clarity
• Strong orientation towards process improvement, adept problem-solving skills, and unwavering commitment to quality
• Desire, ability, and willingness to travel from your home location to customer sites throughout NE US and beyond when needed, with possibility of some international travel – Must be within daily commuting distance to Boston/Cambridge area. Must be commuting distance to major airports