Field Service Support

5 months ago

Great Dunmow, United Kingdom Formulatrix, Inc. Full time

**Formulatrix** is a rapidly growing company, head-quartered in the Boston area USA. Founded in 2002, we have since grown to be the global leader in protein crystallization imaging and automation.

This field support engineer position is within our European Support Team, and is a UK based, working from your home-office, or from the Formulatrix UK office in Dunmow as required. It requires a hands-on, detail-oriented person, able to work directly with our customers throughout Europe. This involves on-site installation of sophisticated robotic systems for life-science research, customer training and follow-up support, both from home-office and in the field. The position requires 50%+ overnight travel, potentially on short notice.

**Primary Work Responsibilities**:

- Greater London/Cambridge based, member of the support team in Europe, reporting to the EU Support Manager.
- Service existing systems in the European field.
- Escalate issues to the USA HQ when necessary
- Up to 50% +overnight travel
- Record customer interactions and issues in our CRM database
- Maintain and record detailed notes during customer support work
- Follow up with the engineering teams to ensure that issues are addressed and product quality and usability are improved.
- Provide a regular support summary in weekly team meetings.
- Follow up with the engineering teams to ensure that issues are addressed and product quality and usability are improved.
- In-house repair and testing of Mantis/Pulse instruments.

**Qualifications**:

- Bachelor's degree or equivalent in an IT/engineering/robotics discipline.
- Experience with precision automation, robotics, software, microfluidics.
- Experience with digital imaging systems, Lasers and optics.
- Highly proficient with computers, (windows OS), networking and IT related activities.
- Quick learner with good interpersonal skills.
- Excellent English language skills, both written and verbal are essential.
- Experience supporting high value instrumentation in similar environments (e.g. Synchrotron facilities)
- Full UK drivers license, (car).

**Benefits**:

- Salary and benefits will be competitive with market rates.
- Personal Performance Bonus
- Pension Contribution
- Car Allowance
- What are your salary requirements?
- When can you start?
- Will you now or in the future require visa sponsorship?

**Benefits**:

- Flexitime

Schedule:

- Flexitime
- Monday to Friday

Licence/Certification:

- Driving Licence (preferred)

Work authorisation:

- United Kingdom (preferred)

Willingness to travel:

- 50% (preferred)

Work Location: On the road

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