Field Service Engineer

Oxford Nanopore (Tokyo, 日本) フォロー 14日前

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We are seeking a highly motivated Field Service Engineer with strong problem-solving abilities to join our Technical Service team. 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 Control.

The Details…
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 Control.

Duties
Duties include, but are not limited to:
• Install, upgrade, repair, maintain and network instruments at customer sites and 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 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 contract renewals etc.
• Responsible for sub-regional internal laboratory devices uptime and periodic maintenance.
• Train other FSEs & TS colleagues and customers as required, including developing curriculum and content in collaboration with the APAC Training lead.

What We're Looking For...

We'll expect you to have a degree in Electronics Engineering or similar Engineering subject and proven competence in a Hardware Engineering role, e.g. Design, Debug, Integration etc. Confidence, motivation, and ability to handle multiple tasks/projects.

Demonstrated leadership potential to coordinate and manage projects and teams.

Able to work autonomously and demonstrate the ability to make sound decision based on judgement.
Good IT Network skills and commercial awareness

You'll be encouraged to be self-sufficient and involved from day one with a very supportive and capable team behind you. You'll have the opportunity to work on interesting projects and be given every opportunity to develop your skills and experience further.

Please 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.

Oxford Nanopore’s goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.

Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs over 1000 employees around the world.