Customer Service Engineer
San Diego, CA (On-site)
Operations – Operations /
Full-Time /
On-site
At ONI, we are driven by a profound mission: to propel scientific discovery and combat diseases by granting everyone the ability to visualize, comprehend, and share the intricate microscopic details of life. Our revolutionary Nanoimager stands at the forefront of advancing cellular studies on a molecular level, making substantial contributions to the evolution of scientific knowledge.
We dedicate ourselves to broadening the realms of human potential, and we are actively seeking an enthusiastic and devoted Customer Service Engineer to join our pioneering team located in San Diego. We believe in the power of relentless curiosity and the pursuit of excellence, and we invite you to join us in shaping the future of scientific exploration and healthcare breakthroughs.
The Customer Service Enginer at ONi will be responsible for Hardware Support (70%): Ownership of both internal and external customer support focused on hardware. This includes managing field and in-house repairs, conducting diagnostics, and providing service and troubleshooting for hardware issues.
Manufacturing Reagents (30%): Involvement in the manufacture and quality assurance of reagents and consumable products. Tasks include formulation, dispensing, labelling, and assembling chips
Your Role at ONI:
- Determine root cause issues with hardware systems through on-site and online support and troubleshooting
- Act as point of contact for customer technical enquiries related to system components and hardware workflows
- Deliver scheduled maintenance work on hardware systems, as directed by the Customer Service Manager
- Prepare and file repair report documentation per internal reporting standards
- Maintain CRM system and keeping service records up to date
- Gather and report customer feedback to Customer Service Manager relating to experience, new feature requests, and general product/instrument improvements
- Contribute to creation of internal knowledge base (fault finding, problem solving, FAQs, WIs)
- Own manufacturing and quality assessment of consumable products from raw materials as requested by Director, Manufacturing and Supply Chain
- Ensure the laboratory area is organised efficiently and all documentation related to production is filed appropriately, according to the laboratory work instructions
- Ensure that any likely delays or issues are communicated to the appropriate Team Lead in a timely manner
- Perform quality checks of raw materials, reagents, and finished products in accordance with work instructions, and suggesting improvements
- Perform material and labour transactions in the Enterprise Resource Planning system, including opening and closing work orders and building assemblies on Netsuite
Essential skills and qualifications:
- Operated as service support engineer for optomechanical instrument manufacture or service
- Worked as part of a multidisciplinary technical team with a focus on customer support
- Operated in a customer-facing environment where minimising customer down-time is paramount
- Management of internal CRM systems to log reports, repairs, and other hardware-related issues
- Measured and compiled of analytic data and presented key findings to colleagues, team lead/line manager relating to process and quality
- Strong written and verbal communication skills and the ability to communicate effectively at all levels with internal and external customers
- Logical troubleshooting for diagnostics and root-cause analysis
- Ability to travel 50% of working time away from work location, may include overnight/weekend travel.
Desired skills and qualifications:
- Direct experience interacting with customers in a service/support capacity
- Has worked on biomedical instrumentation
- Experience with microscopy hardware and applications
- Worked in a laboratory setting using best laboratory practices and techniques related to cell biology, molecular biology, biochemistry, or chemistry research
- Data analysis using statistical software for research
- Chemical profiling and analysis techniques
- Production planning, and output and yield analysis
$90,000 - $115,000 a year
At ONI, we understand that a fulfilling career involves more than just challenging work - it's about enjoying a well-rounded experience. When you become a part of our team, you not only contribute to groundbreaking research but also enjoy a range of benefits designed to enhance your life both inside and outside the workplace.
As an equal opportunity employer, we prioritize fairness and respect, ensuring every team member thrives regardless of their background. But that's not all - our perks include:
Competitive Compensation We recognize and reward your talent. Enjoy a competitive salary that reflects your expertise and contributions, ensuring your hard work is recognized.
Flex PTO plus 11 federal holidays and 4 dedicated wellbeing days.
Gym Access via ARE: Sorrento Valley, Torrey Pines, and UTC
401K via ADP
Life Insurance
Medical
Dental
Vision
Perks at Work: Enjoy exclusive discounts and deals through our perks at work program, adding value to your everyday life.
If you are driven by innovation, eager to make a significant impact in the realm of scientific and medical research, and possess the skills and passion we are looking for, we invite you to apply and be a part of our mission to improve our understanding of the details of life.
