Field Service Engineer - Japan

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.We are seeking an experienced Field Service Engineer who will play a pivotal role in supporting our growing customer base in the APJ Region. This is an incredible opportunity for someone who is passionate about providing field service support to both direct customers and Element's Channel Partner service personnel. We are looking for candidates with a solid background in the NGS industry and relevant experience working with Channel Partners in the APJ region.If you possess the following and want to make a meaningful impact, we invite you to explore this role.Essential Functions and Responsibilities:Provide onsite installation, qualification, upgrades, repairs and preventative maintenance service on next generation sequencers for direct customersSupport APJ Channel Partner service personnel teams with escalation troubleshooting, both virtually and in-personPerform proficiency assessments of Channel Partner service personnel and maintain training/annual assessment recordsCollaborate with internal Service & Support partners to resolve customer issues and improve processesAssist with technical on-boarding and training activities of Channel Parter Service PersonnelCommunicate product updates and new product offerings to regional service partners and potential end customersIdentify system root causes and resolving product issues in the fieldAssess maintenance/service needs and executing a plan of action for instrument serviceDisplay professionalism, understanding, tact and technical knowledge in all customer interactionsFollow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etcUtilize service CRM software to accurately document work in a timely mannerEducation and Experience:Bachelor's degree with 3+ years of relevant experience in engineering, physics, biology, chemistry or related field (or equivalent combination of education and industry experience)Experience with NGS sequencing instrument and sequencing run setup or multi-omic platforms preferredAbility to troubleshoot issues with complex laboratory equipment involving chemistry, software and hardware with guided supervision1+ years working with indirect support channels, distributors, and international partnersAbility to work cross-functionally and drive various service-related projects with guided supervisionProven track record of working on teams that have taken products from concept to marketExperience developing or servicing scientific instrumentation involving optics, fluid handling and thermal systemsExperience with multiple full life cycle product launches preferredExperience with working in remote position is highly desiredExcellent verbal and written communications skills, including technical writing abilities.Demonstrated account management skills preferredFluent in English and another second language is a plusPhysical Requirements:Frequently moves boxes weighing up to 20 poundsAbility to travel at relatively short noticeMust be flexible in working hours as this position may require customer support during non-regular business hoursLocation: Remote – APJ Region based, Japan preferredTravel: International travel up to 50%Job Type:Full-time/ExemptPlease note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience. We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.