Careers

Technical Service Engineer

Full-time position

Introduction

As a Technical Service Engineer, you are responsible for the first line of support of LUMICKS complex equipment at customer sites. In this role, you communicate directly with the customer and you represent the company to the customer. Apart from that, you will do repairs in house and help set up a service strategy for the US region. LUMICKS is a fast-growing and fast-learning organization. While growing fast, we continuously strive for the best support for our customers to make them as successful as possible with our instruments. You contribute to the development process by giving input to improve product robustness for the next generation of products based on issues encountered in our installed base. A small part of this job is to travel to customer sites within the USA.

Location: Greater Boston Area, Massachusetts, US

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What are my tasks & responsibilities?

  • Provide first line remote issue diagnosis, troubleshooting and repair support;
  • Coordinate on-site repair visits by our technical specialists;
  • Responsible for in-house repairs including shipping coordination and inventory management
  • Testing (remote / on-site) complex equipment and quality assurance procedures to ensure and sustain long term customer satisfaction;
  • Set up and manage a system for effective Installed Base management in cooperation with colleagues in Europe;
  • Define and own remote diagnose program;
  • Travel occasionally, often on short notice, to customer sites to resolve problems or support other field service personnel, <10%;
  • Provide support to the operations team in the US
  • Own service data to analyze and initiate quality improvement projects that improve serviceability and diagnostic capabilities – all the way to product redesign if needed;
  • Maintain and develop positive working relationships with customers, system users, local distributors as well as suppliers.

What about my skills & competencies?

  • Master or PhD degree in (Bio)Physics or Nanobiology or related study
  • Strong communication skills both verbal and written;
  • Be able to effectively issue diagnosis and quick solution finding to problems as they arise during installations and during system breakdowns;
  • Great understanding of the (biological) experimental workflow of customers;
  • Excellent documentation skills and attention to detail;
  • Exceptional time management and be able to independently set priorities;
  • Ability to thrive in a team-oriented and collaborative environment;
  • Flexible in travelling at short notice
  • Able to effectively communicate with internal colleagues and stakeholders
  • Data analysis and basic coding knowledge

About LUMICKS

LUMICKS has come to market as the supplier of instruments for dynamic single-molecule and cell avidity research – a rapidly evolving niche in the fundamental biology research field. Our high-performance instruments allow for the investigation into the fundamental cause of disease and potential for drug optimization. With our tools researchers can visualize and quantify the interactions between proteins and DNA in real-time and perform high-throughput screening of molecular and cell-cell interactions using sound waves.

We offer the chance to be part of an important mission: To improve human health by unlocking dynamic single-molecule and cell avidity analysis. With an ever-increasing adoption of our technologies by leading institutes and biotech’s from all over the world, including UC Berkeley, Max-Planck, Rockefeller University and Takeda Pharmaceuticals, LUMICKS is now expanding its team.

Why Join?

Autonomy, ownership & responsibility

Be the leader of your own projects, and own them like no other. Whether you’re developing software or business, you are responsible for your work and the direction it goes.

Growth opportunities

With new positions opening up weekly and the company still growing exponentially, there are lots of opportunities to broaden your skill set.

Flat organization & open culture

At LUMICKS engagement is key. We try to align everyone on our dreams and strategies to unlock single-molecule and single-cell research.

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