Spun out of Stanford and MIT, Stellaromics is an innovative biotech startup founded in 2022 and located in Boston, MA. Our pioneering proprietary technology helps researchers and clinicians create comprehensive cellular maps that enhance our understanding of various diseases. Our flagship product is STARmap and we are developing the Pyxa™ suite of products.
This role is open to both the UK (London, Cambridge, Oxford) and Germany (Frankfurt, Berlin, Munich).
Role Description
The Field Service Engineer is a key member of a collaborative team, providing technical support to both customers and internal teams while helping drive the development of our first-generation instrument. This field‑based, customer‑facing role offers a unique blend of hands‑on support and direct involvement in R&D efforts. In close partnership with the R&D team, the engineer contributes to the design and improvement of the instrument’s fluidics and microscopy components. The role also plays a vital part in ensuring customer satisfaction through responsive field service, technical investigations, and ongoing enhancements to our in‑situ sequencing platform, which enables sub‑cellular resolution 3D imaging.
Key Responsibilities
- Troubleshoot, diagnose, and resolve complex instrument issues to minimize downtime and improve overall system reliability.
- Contribute to field service‑related processes and procedures to quickly troubleshoot, repair, and maintain instruments with good documentation practices.
- Maintain accurate records of field service activities, customer communications, and equipment maintenance to support expected targets.
- Proactively identify opportunities for service contract renewals, instrument sales or upgrades and communicate them to the appropriate Area Sales Manager.
- Maintain regular communication with customers and internal partners to ensure resolution of support tickets and field dispatches, leading to high levels of customer satisfaction and instrument reliability.
- Work with R&D to test new hardware and software designs that lead to improvements in reliability and performance.
- Provide quality feedback and design suggestions for ongoing product improvement.
- Perform installations, calibrations, maintenance, and repairs for instruments at customer sites and internal locations with high quality and in a timely manner.
- Ability to manage service calls and associated travel throughout EMEA and sometimes to the US.
- Stay current on advancements in service and support of instrumentation to identify opportunities for innovation and improvement.
Qualifications
- B.S. in engineering, science, or a related field.
- 5+ years supporting capital equipment in the research or clinical fields.
- Experience in alignment and troubleshooting of microscopes, automated fluidics, robotics, or related scientific instruments.
- Comfortable working with individuals at varying skill levels and backgrounds, adapting communication style and content as needed.
- Excellent organizational skills with the ability to work independently, prioritize, and multitask to execute effectively and meet deadlines.
- Strong Windows operating system and Microsoft Office knowledge.
- Strong electro‑mechanical skills.
- Flourishes in a highly dynamic and small company environment.
- Must be comfortable speaking to a group in a training setting; proficiency in verbal and written English is required.
- Experience in HubSpot CRM and TeamViewer preferred.
- Travel expected up to 80% of the time.
Benefits
- Innovative technology: be part of a company at the cutting edge of spatial biology and genomics.
- Impactful role: have a significant impact on the department and the future of the company.
- Collaborative environment: work with a talented, passionate team in a culture that values creativity, innovation, and teamwork.
- Career growth: large opportunities for professional development and career advancement.
Compensation
An attractive compensation and benefits package based on market pay data will be commensurate with candidate skills, qualifications, and experience.
Stellaromics is an Equal Opportunity Employer striving to build an inclusive and diverse workplace culture.
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