Job Title:

External: Implementation/Field Service Engineer

Internal: Service Engineer

Company Overview: 

Are we all scientists? A few of us are. The rest are a mix of globe-trotters, gearheads, bean-counters, gadget geeks, artists, coders, bloggers, and fixers. Led by a management team who truly care about and empower the team, our shared vision is “To make the processes of scientific discovery smarter, faster and easier.”

Headquartered in the heart of the Research Triangle of North Carolina, with sales offices in Berlin and Shanghai, Protochips serves top international universities, national labs, research centers, and Fortune 100 companies located in over 25 countries. As the global market leader in the revolutionary and rapidly expanding field of real time, or in situ electron microscopy our expanding portfolio of products enables our customers to achieve break-through discoveries by visualizing biological, chemical and physical processes in completely new ways.

Our eclectic team of doers and dreamers will welcome your experience, respect your individuality, and foster your creativity.

The Position: 

The Service Engineer will be responsible for implementation, service, support and increasing service contract revenue in the America’s, while providing auxiliary support into all Protochips service regions around the world, both remote and onsite. They must be able to serve as the go to technical resource in the America’s, fostering relationships with regional sales teams and customers. They will be responsible for first-time installation success rate, building customer loyalty, timely resolution, accurately documenting service defects, and contributing to organizational knowledge using the KCS methodology (Knowledge Centered Support).

The ideal candidate is someone with past electron microscope experience, has passion for working with & troubleshooting cutting edge technologies, is self-sufficient, has experience as a service engineer, high aptitude for learning, and has a strong desire and will to travel.

Primary Responsibilities:

  • Provide advanced-level technical support through the execution of remote diagnosis and repair; on-site installation, training, servicing and repair of in-situ electron microscopy equipment.
  • Reach proficiency to independently schedule/perform implementation of one of the Protochips products within the first three months on the job and master all products lines within the first year of employment.
  • Provide front-line technical support to our customers by using basic troubleshooting concepts for quick identification of customer issues, escalating as required.
  • Serve as advocate for the customer for RMA’s, open issues, and support requests in order to assure an exceptional customer experience.
  • Participate in “on-call” activities to support our worldwide customer base.
  • Serve as liaison for remote field service engineers and headquarters.
  • Foster positive customer relations by responding to complaints and inquires in a cooperative, supportive, and professional manner, toward the efficient and timely resolution of problems in the field.
  • Ensure customer loyalty and maximum uptime by maintaining equipment functionality, troubleshooting and repairing hardware and software related problems.
  • Instruct customers in the operation and maintenance of their Protochips systems.
  • Serve as a company liaison with customer on administrative and technical matters for assigned projects.
  • Visit accounts regularly to ensure the highest levels of customer loyalty.
  • As required, attend and support our presence at industry trade shows and events.
  • Ensure technical information is updated by assisting in the review and editing of service manuals, service bulletins and product reference material.
  • Develop and implement programs for advanced product training.
  • Act as the Subject Matter Expert (SME) by providing detailed technical training.
  • Assist entry-level Support Engineers to shorten their learning curve on new products.

Qualifications:

  • Ability to sustain up to 80% travel.
  • Strong computer/networking skills.
  • Minimum 2 years’ experience in transmission electron microscopy operation or technical interface.
  • Minimum 5 years’ experience in electron microscope, medical, or complex business equipment service preferred.
  • Minimum 2 years of international travel experience (preferred).
  • Previous experience troubleshooting and servicing automated or electromechanical systems (strongly preferred).
  • Minimum 2 years’ experience with open- or closed-cell in-situ TEM sample holders (preferred).
  • Fine-motor skills for working with delicate and small parts.
  • Education: Bachelor’s degree in Electronics Engineering, Biomedical Engineering Technology or equivalent combination of education and relevant experience.

Job Type: Full-time

COVID-19 considerations:
We are currently employing all approved state and federal guidelines in the operation of our business toward the safety of our personnel. Virtual/remote work, wherever possible, is encouraged and supported.

Application Questions

You have requested that Indeed ask candidates the following questions:

  • How many years of electron microscope, medical, or business equipment service experience do you have?
  • How many years of in-situ sample holders, open- or closed-cell experience do you have?
  • How many years of international travel experience do you have?
  • How many years of transmission electron microscopy experience do you have?
  • What is the highest level of education you have completed?