Field Service Engineer - Japan

Element Biosciences is seeking an experienced Field Service Engineer to support our growing customer base in the APJ Region. The ideal candidate will have a solid background in the NGS industry and relevant experience working with Channel Partners in the APJ region.

Requirements

• Provide onsite installation, qualification, upgrades, repairs and preventative maintenance service on next generation sequencers for direct customers
• Support APJ Channel Partner service personnel teams with escalation troubleshooting, both virtually and in-person
• Perform proficiency assessments of Channel Partner service personnel and maintain training/annual assessment records
• Collaborate with internal Service & Support partners to resolve customer issues and improve processes
• Assist with technical on-boarding and training activities of Channel Parter Service Personnel
• Communicate product updates and new product offerings to regional service partners and potential end customers
• Identify system root causes and resolving product issues in the field
• Assess maintenance/service needs and executing a plan of action for instrument service
• Display professionalism, understanding, tact and technical knowledge in all customer interactions
• Follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc
• Utilize service CRM software to accurately document work in a timely manner