Field Application Engineer
Location
Cambridge, MA | United States
Job description
Overview:
As a Field Applications Engineer at Elemental Machines, you will be at the forefront of our technical support and service delivery efforts. You'll play a crucial role in ensuring our clients can successfully utilize our products through comprehensive support, expert on-site installation, and troubleshooting. Your blend of technical expertise, customer-facing experience, and problem-solving skills will be pivotal in fostering strong customer relationships and enhancing our product's value. This is a full time position in the San Diego, CA or San Francisco, CA areas.
Key Responsibilities:
- Technical Support & Troubleshooting: Provide in-depth technical support and troubleshooting for both external and internal stakeholders. This involves responding to support tickets, identifying and resolving hardware or software issues, and coordinating root cause analysis to prevent future problems.
- On-site Installation & Service: Perform on-site installations of our devices and systems, ensuring they are correctly set up and functioning. Provide service visits to resolve hardware issues, replace outdated units and share best practices.
- Enable Customer Success: Serve as a technical liaison between customers and our internal teams. Understand customer needs, relay important feedback to our product and engineering teams, and advocate for solutions that enhance customer satisfaction.
- Documentation & Feedback: Maintain detailed documentation of customer interactions, issues, installations, and resolutions. Use this information to contribute to the continuous improvement of our products and services.
- Collaboration with Internal Teams: Work closely with Sales, Activation, Customer Success, Product Management, and Engineering teams to provide insights from the field, support product development with real-world feedback, and assist in the resolution of complex issues.
Qualifications/Requirements:
- Bachelor’s degree in Electrical Engineering, Computer Science, or related technical field.
- 2+ years of experience in a field applications engineering, technical support, or similar customer-facing technical role.
- Technical knowledge in IoT devices with the ability to troubleshoot complex issues as well as the ability to troubleshoot networking and Wi-Fi issues is a plus.
- Excellent communication and interpersonal skills, with a proven track record of building positive relationships with customers.
- Willingness to travel extensively to customer sites, including potential international travel.
- Self-motivated, with a strong sense of ownership and the ability to work autonomously.
- Familiarity with ticketing systems and CRM softwares.
To Apply
Please apply on Elemental Machines’ LinkedIn page or email your cover letter & resume to [email protected].
About us:
Today’s research, clinical, and quality control labs are expected to discover and produce at a pace once considered unimaginable. Now, to lead is to be led by data. The Elemental Machines platform elevates LabOps teams in charge of machines, instruments, data, facilities, training, quality, and compliance to lead data-driven discovery, development, and delivery. But there are over 300 million physical instruments, devices, and machines not yet connected to the cloud. We are simplifying the connection between the physical and digital worlds using IoT and AI-driven insights. The result is a lab united by a universal cloud-connected dashboard and operations.
Elemental Machines is on a mission to enable intelligent operations by connecting the physical and digital infrastructure to optimize outcomes.
Science and technology leaders trust Elemental Machines' ecosystem of hardware and software to deliver actionable insights that accelerate their pace of innovation.
We enable data-driven discovery, development, and delivery within organizations ranging from biopharma labs to biobanks, analytical labs, and manufacturers in the life sciences and beyond.
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