Job description
Role Overview
Field Service Engineer II in Abu Dhabi, United Arab Emirates with Ultima Genomics, a rapidly growing life sciences technology company developing ground-breaking genomics technologies.
Company Overview
Ultima Genomics is developing foundational new approaches to sequencing at scale to overcome limitations of high-cost current technologies. The company has raised approximately $600 million from global top-tier investors. The team brings together diverse expertise across healthcare, life sciences, engineering, technology, software, and beyond, including successful entrepreneurs, chemists, hardware and software engineers, genomics and biotechnology experts, molecular and computational biologists, and operations and commercial leaders.
Role Purpose
Deliver on-site field service support to customer accounts, including repair, installation, and operation of company instrumentation, while managing customer relationships and communicating technical issues to development teams to drive customer satisfaction and product reliability.
Key Responsibilities
Service Delivery
- Provide on-site services to one primary account and other customer sites as needed.
- Repair and install company instrumentation at customer locations.
- Operate instruments when needed as part of customer support.
- Manage laboratory inventories for customer sites.
Technical Analysis & Troubleshooting
- Review technical reports and documents from customers.
- Analyze issues with technical staff to identify root cause.
- Maintain records of tool configurations pertaining to hardware, software, consumables, and application releases.
- Summarize and communicate issues to development engineers for triage.
- Participate in root cause analysis investigations.
Customer Management
- Manage customer interface with research and development groups.
- Maintain working relationships with customers.
- Instill confidence and credibility in the company and product.
- Communicate next steps and timelines to customers.
- Exceed customer expectations of service, support, and the product.
General Duties
- Perform other job duties as assigned.
Qualifications & Experience
- Bachelor of Science degree in scientific or engineering field.
- Two to five years of relevant engineering or field service experience, preferably in biotech or capital equipment industry.
- Experience in electro-mechanical assembly, server installations, and instrumentation troubleshooting.
Skills & Competencies
- Skilled at interpreting technical documentation and schematics including electrical, wiring, fluidic, and mechanical drawings.
- Talented at building prototypes from preliminary drawings and schematics.
- Ability to work independently and in a group.
- Good people skills.
- Meticulous, detail-oriented, and excellent organizational skills.
- Excellent verbal and written English communication skills required.
- Motivated and willing to work in a fast-paced environment as part of a hard-working and multidisciplinary team.
Additional Information
- Must be eligible and willing to travel in UAE and internationally, including to the USA for training and meetings at head office.
- Valid driver license required.
- Estimated travel up to 20% of the time.
- Position is on-site.
- Ultima Genomics is an equal opportunity employer and affirmative action employer.