Field Service Engineer EMEA

Job Title: Field Service Engineer EMEA

Location: Remote, ideally based in Paris (France) or Madrid (Spain) Metropolitan Areas

Summary: The Field Service Engineer (FSE) is responsible for the installation, maintenance, and repair of Bionano’s complex Optical Genome Mapping systems. The FSE plays a crucial role in providing top-tier support to an assigned customer base and actively contributes to interdepartmental teams for ongoing success.

Primary Duties and Responsibilities:

• Lead the installation of Bionano OGM devices, from pre-sales technical consulting to ensuring system’s qualification at customer’s site. (25%)
• Sustain the installed base with preventive maintenance and updates at customer sites. (30%)
• Diagnose and resolve complex failure modes remotely in collaborating with Customer’s Solution specialists. (15%)
• Maintain regular and frequent communication with customers and internal partners to ensure resolution and customer satisfaction. (10%)
• Work with regional and global FSE, FAS, Sales, Development, and Technical Support personnel to achieve team success. (10%)
• Keep up-to-date with administrative tasks such as providing timely and accurate installation/maintenance reports (Salesforce), parts ordering/returns, and expense reporting. (5%)
• Perform other duties as assigned. (5%)

Required Skills and Abilities:

• Experience in the alignment and troubleshooting of imaging systems or relevant research/clinical devices.
• Professional communication and writing skills, with the ability to interact effectively with customers and internal partners.

Preferred Skills and Abilities:

• Capital equipment support experience in a research lab environment, with experience in two or more of the following areas:
  • Microscopy imaging
  • LASER technology
  • Networking in a Linux environment
  • Complex biotech systems troubleshooting
• Able to lift 30kg

Education, Certifications, Licenses:

• Qualification in Electrical/Mechanical Engineering, Biosciences, or relevant military experience with electronics/optical imaging experience.
• 3+ years supporting capital equipment in research or clinical fields.
• Fluent in English, with strong knowledge of French and/or Spanish.

Travel Requirements:

• Up to 60% travel time expected.
• Continental and international travel as needed.
• Valid driver’s license

Physical Requirements and Work Environment

• Sit and stand for prolonged periods 
• Repeating motions that may include the hands, wrists and/or fingers 
• Use of hands to finger, handle, or feel, and reach with hands and arms
• Stand and/or move about the office or in various environments (including tight and confined spaces), or from one worksite to another
• Specific visual abilities, including close vision and ability to adjust focus, read, review, and assess the accuracy and thoroughness of the work assigned
• Verbal abilities require communicating with others to exchange information
• Occasionally adjusting or moving objects up to 60 pounds in all directions
• Work environment involving low/high temperatures; hazardous conditions, low ventilation, noisy environments, small/enclosed spaces
• In-person interaction with others indoors and outdoors
• Operating and driving motor vehicles; prolonged periods of sitting while driving
• Use standard computer, telephone and related equipment for communication, and recordkeeping
• Able to travel, including international travel, without personal assistance

The above physical requirements and work environment characteristics generally reflect those of this position but is not an exhaustive list. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions of the position, provided that such accommodation does not impose an undue hardship on the Company. 

Disclaimer

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description generally reflects management’s assignment of essential functions but is not intended to be a comprehensive list of the duties and responsibilities of the position, and it does not limit or restrict the duties and responsibilities that may be assigned from time to time.