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Field Service Engineer Manager

Company: Seer, Inc.
Location: Redwood City
Posted on: May 21, 2023

Job Description:

The Role
The driving focus of Seer's Customer Experience team is to empower our customers to achieve their goals and drive market adoption of our Proteograph--- products. - We are seeking an exceptional Field Service Manager to lead our Global Field Service Engineer (FSE) Team.
Responsibilities & Goals

  • Recruiting, retaining, leading, coaching, and motivating FSEs and building and maintaining a high performing team.
  • Overseeing development and delivery of training, procedures, and best practices for the installation, maintenance, and service of the Proteograph instrument (a liquid handler based on the Hamilton MicroLab STAR/STARlet line) and related software. -
  • Promote customer satisfaction through the proactive resolution of known service issues and through service issue escalation and third-party interaction serving as the global escalation point for the FSE team.
  • Manage to service KPIs, ensuring a high level of customer satisfaction is maintained.
  • Management of field engineer resource utilization, backup coverage, and service resource allocation including spare parts and trunk stock management
  • Audit and report on CRM data to ensure field service compliance and to monitor key metrics, learnings, and service processes. - Experience with Salesforce is a plus.
  • Ensure timely, accurate, compliant, standardized, and cost-effective completion of service activities.
  • Create a culture of continuous improvement.

    Background & Qualifications

    • Bachelor's degree in Biomedical Engineering, Mechanical Engineering, Electrical/Electronic Engineering, or Biomedical Technology, with 5+ years of experience in medical device or life science instrumentation
    • Experience leading technical teams.
    • Mindset of customer delight (enjoys helping others, solving problems, minimizing customer effort, and taking ownership of customer facing issues) with a proven track record in providing a high level of customer service.
    • Strong and collaborative work ethic; must be a self-starter that embraces a challenging and fast-paced work environment.
    • Natural curiosity, willingness to learn, and ability to adapt to changing environments.
    • Experience with liquid handlers and automation workflows. - Specific experience with Hamilton Star is a plus.
    • Remote position; 40-50% travel required (with occasional international travel). This role requires the ability to work from a home office environment, to visit customer sites with team members, to work from our HQ office as needed.

      We welcome you to apply today!
      Seer is an equal opportunity employer that values diversity and inclusion. All applicants will be considered for employment without attention to race, color, national origin, religion, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.
      At Seer, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $150k and $170k, and will depend on the candidates education, skills, qualifications, experience, and location. This position is also eligible for bonus, benefits, and participation in Company's stock option plan. -

Keywords: Seer, Inc., Redwood City , Field Service Engineer Manager, Engineering , Redwood City, California

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