Field Service Engineer, EU/UK

The Top Line

Here’s the deal. We’re all about helping researchers break free from tools that just don’t cut it. Unleashing problem-tackling products that make a huge difference in the real science they do every day. That’s our mantra, our promise and we own it. Our tribe is different. We thrive on moving fast, taking risks and persevering through failure. We embrace the unknown and we are happy to make mistakes. We are there for each other and we crave diversity because we know that building a truly diverse tribe will make us better at everything.

The Job

We are seeking a top-notch, Field Service Engineer to install, commission, maintain, and repair state-of-the-art laboratory automation workflow solutions.  Preference will be given to candidates in Switzerland, UK, Netherlands, or Belgium. This job is all about skillfully servicing and supporting Big Kahuna, Junior, Big Tuna and integrated 3^rd party lab automation equipment while building fabulous relationships with customers.  You will enable customers to meet their workflow automation goals thereby making an oversized impact on customer and Unchained Labs success. 

Responsibilities

• Be a key player on cross-functional teams that build, test, deliver, and support customized automated workflows solutions
• Be gritty – be ready to dig in and solve problems we haven’t seen before
• Coordinate with customers to ensure their facilities meet system installation requirements
• Install and commission workflow automation solutions at customer sites
• Provide remote troubleshooting assistance to customers
• Travel to customer sites to perform preventative maintenance and repairs
• Log service cases and detailed reports in Salesforce CRM
• Prioritize your customer caseload and plan your schedule, travel, and materials accordingly
• Be a customer advocate – provide customer feedback and field perspective to make us better at meeting customer needs.  

Qualifications

• Bachelors degree or higher in a STEM field or equivalent industry experience
• 5+ years experience providing field customer support for complex robotic equipment
• Strong operator and troubleshooting skills for electro-opto-mechanical systems
• Curious about customer applications and able to understand their technical challenges
• Strong written and verbal communicator
• Self-driven and thrive in an environment of high-performance expectations
• Willing to travel up to 70%; primarily within the European Union/UK and occasionally to the USA/Canada.