Job Description
Job Description
About Vizgen
Vizgen is a rapidly growing company that has commercialized the next generation of spatially resolved genomic tools that enable researchers to gain new insight into the biological systems that underlie human health and disease. The company's groundbreaking MERSCOPE platform images RNA molecules and other analytes with high accuracy and unrivaled detection efficiency at subcellular resolution. MERSCOPE provides transformative insight into a wide range of tissue-scale discovery research and translational medicine in oncology, immunology, neuroscience, infectious disease, developmental biology, and regenerative medicine. For more information, go to www.vizgen.com.
Key Responsibilities:
- Provide instrument and support coverage for customers in the Asia Pacific (APAC) Region for installation, basic training, preventative maintenance, upgrades, troubleshooting, and repair
- Manage the training and qualification of new and existing distributor Field Service Engineers
- Assist distributor Field Service Engineers with complex troubleshooting and repairs
- Become subject matter expert on Vizgen’s MERSCOPE technology, including instrumentation, software, network communications, and commercial integration of the platform
- Develop a working knowledge of Vizgen’s consumables with respect to how they impact the performance of the platform
- Work directly with external and internal customers to record complaints, investigate underlying causes, and identify short term or long-term solutions
- [PR1] Respond promptly to service requests and inquiries to ensure a positive customer relationship
- [PR2] Track, prioritize, and ensure issues are resolved within specified SLA’s
- Work closely with management and other team members to solve technical issues, provide product improvement feedback, and ensure customer satisfaction
- Support coordination, scheduling, and tracking of instruments, service parts, accessories, and tools
- Responsible for editing, writing, and modifying Service and Training manuals, Field Service Bulletins, and SOPs
- Support the selling and management of service contracts
- Train and support field service engineer colleagues as needed
- Travel as needed to support customers on site
- Represent Vizgen in a professional and friendly way when engaging with both customers and internal colleagues
Qualifications:
- Engineering Bachelor’s Degree or equivalent in biomedical, electrical, mechanical or related field
- 5+ years work experience with at least 3 years as a field service engineer in the life sciences research or diagnostic industry
- Experience with imaging, sequencing, or fluidics instrumentation preferred
- Experience working in matrixed environments including regional, global, and distributor stakeholders preferred
- Valid driver’s license, , and good driving record
- Available to accommodate significant overnight travel
- Ability to lift boxes and equipment up to 60 pounds
- Ability to analyze and manipulate data to understand trends, customer needs and root cause issues
- Proven ability to quickly develop expertise, multi-task, embrace change and innovate in a fast-paced environment.
- Excellent communication, interpersonal, and customer interfacing skills
- Highly motivated and successful individual who can build and maintain a positive attitude in a challenging, and fast-paced work environment
- High sense of urgency for resolving customer issues
- Highly organized, disciplined, and efficient in meeting deliverables
- Highly proficient in leveraging technology and the use of business platform tools including Salesforce, customer support ticketing, remote troubleshooting, PowerPoint, Excel, Word, and other relevant software applications
We offer a competitive salary, meaningful stock ownership, a great work environment and the opportunity to enter a high-growth startup company. We are recruiting candidates who have demonstrated leadership and excellence throughout their careers and are excited by the prospect of tackling challenging technical problems.
WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER