Field Service Engineer
We're looking for a Field Service Engineer to join our team in Wilmington, Delaware, United States.
Are you a biomedical engineer who is technically curious and loves spending time with people? If the answer is yes, then we would love to meet you.
We are Inventia Life Science and we are radically changing the way the world treats disease and injury. We're a multidisciplinary team of engineers, scientists and tech enthusiasts, deeply inspired by the purpose of innovating for the better and and backed by top-tier venture capital funds. Our revolutionary 3D cell biology technology enables pioneers in the fields of drug discovery and medicine to radically drive innovation from disease treatment (in areas such as cancer).
Inventia will be successful by becoming exceptional at helping our customers to be successful: to efficiently conduct world class research using our platform and help cure disease. There are many ways to measure success, but at Inventia we take platform usage as our North Star metric of customer happiness.
As we scale and expand our customer base around the globe, we’re looking to bring in a Field Service Engineer to work with our customers to ensure our RASTRUM™ platforms are operational and available for usage. The role will report directly to the Technical Support Lead and will work in close partnership with leaders of Inventia’s Go-to-Market and Engineering functions.
We have developed a suite of simple software-driven diagnostic workflows, off-the-shelf Work Orders, and issue and platform state tracking systems that form the basis of our frontline RASTRUM™ Support team toolkit. For issues that require deep technical expertise to resolve, you will have a team of engineers at Inventia and third party engineering service providers behind you. You will build strong, genuine, and meaningful relationships with our customers, and will work together with Sales, Success and Product teams to ensure our customers are delighted with every step of their RASTRUM™ journey. In this role, you’ll have the opportunity to make a real impact on the capabilities of our instrument, and play a significant role in the success of our customers and our international expansion.
What you’ll do
You will coordinate daily support together with members of the Support, Success, and Engineering Teams. Most of your time will be spent performing hands-on technical interventions with the RASTRUM™ platform at our Delaware office or at customer sites across the USA. You will also spend some of your time assisting our Customer Support Specialists in addressing customer queries and technical issues using our ticketing system, ensuring customers receive timely responses and resolutions.
You will work closely with the Sales and Success teams to provide our customers with tailored Support to maintain a high-quality relationship, acting as the technical expert on all things relating to the RASTRUM™ platform.
You will liaise with our Manufacturing team on the procurement and supply of tools and components to our global team of field support staff.
You will work with the Support team to seek, engage, and train third party engineering service providers across the globe on how to service and support our instrument. You will coordinate logistics around their visits to customer sites and will act as the liaison between them and our customers.
You will work with the Support team to provide detailed technical feedback to the Product Team to assist in guiding new feature development streams. You will work with the Support team to drive continuous process improvement within the customer support framework, and develop and execute initiatives to improve Support.
Required experience and attributes
To be considered for this role we need someone with the following:
A graduate degree in Biomedical or Mechanical Engineering. Any relevant work experience involving hands-on technical interventions with lab instruments and/or medical devices would be a big plus.
Demonstrable strong technical troubleshooting aptitude and experience. You love solving problems, especially for others.
Strong technical communication skills. You need to be able to have discussions with scientists and engineers, so you need to know how to effectively communicate technical challenges to non-technical but expert audiences. You are not afraid to roll up your sleeves and fix issues, whilst setting a high standard of quality and communication with your team and the customers.
Great people and communication skills. You need to be the type of person our customers will trust and enjoy being around: you are polite, friendly, patient, attentive, empathetic, and tactful. You are able to express yourself succinctly and effectively to our customers and to your teammates.
Grit. You need to have the ability to maintain a positive attitude in high pressure situations.
Integrity. A genuine interest in helping the success of our customer, ensuring they see you as highly ethical and professional in the approach to our science and the technology we offer.
Creativity. The best solution will not always be clear - creativity is required! And the ability to convince a customer of the solution’s merit.
Attention to quality. The little details sometimes make all the difference when it comes to the way a customer perceives the business.
A love for data and good process, and a systems/product mindset. As the business scales, this mindset will be critical to embed scalable solutions across the customer base.
Independence, with a strong teamwork ethic. You are willing to work autonomously. You will also be working closely with cross-functional teams, so you also need to thrive in a collaborative environment amongst diversity in opinion.
Agility in work style. We operate as an Agile organisation, so you should thrive in a fast-paced, dynamic environment with an actively evolving product and organisation. You can balance a diverse range of challenges. You are also available for domestic travel within the USA to perform physical remediation as well as remote work with international customers and team members as required, and are comfortable managing after hours commitments with time taken in lieu.
Tech-savviness. You should be able to navigate cloud-based software platforms with ease. If you’ve had experience with a ticket management system, even better.
Why you should choose us
We are an energetic, innovative, diverse, and inclusive team who are united by a common mission to change the face of medical research. We highly value our culture, the diversity of the team and the passion we have for taking our product to market and the impact it will have.
We value our people above all, and will support you working the way that you can be most successful in your role.
This role offers opportunities for travel within the USA and Europe. There will also be the opportunity to travel to our headquarters in Sydney, Australia for training and team-building.
Support is a maturing Practice at Inventia, so you get the opportunity to contribute to building out the function and make a real impact in a rocketship startup. Not to mention the opportunity to become a technical expert in our groundbreaking technology within an exciting, rapidly growing industry.
We care about your career progression, and you will be given ample opportunities to advance within the organisation as you grow and develop your skill set.
You will never be siloed in your role. You will operate closely with our global Go-To-Market teams, and we will equip you with fundamental customer-facing skills and commercial acumen to ensure you succeed in any role in the future.
The current global team sits at just under 60. Our revolutionary 3D bioprinting and biomaterials technology enables pioneers in the fields of drug discovery and medicine to radically drive innovation from disease treatment (in areas such as cancer) through to the way we treat injuries. Our founders come from diverse backgrounds - Aidan (PhD Fluid Dynamics), Cam (PhD Biofabrication) and Julio (PhD Medicine) - with strong commercial acumen and supported by an incredible team inspired by making a global impact with our revolutionary technology.
A lot of people talk about unique and exceptional cultures, but not many lead it. We place a high value on creating a unique and exceptional workplace. Unlike many other startups, we live work-life balance. Our passions are many and we believe the journey is as important as the outcome. So for us, it's about building an exceptional team and culture and loving every part of what lies ahead. We provide optionality in terms of working from home and the office, which is based in Wilmington, Delaware. A strong market based salary is on offer, within a supportive but empowered, fully Agile environment, which we have worked hard to create. Come and do work that really matters within a team who care as much about one another as the mission.
If the above sounds like what you’ve been searching for, let’s start a conversation and apply below. We also strongly encourage you to apply even if you are not sure you fit all of the criteria we’ve mentioned. Come as you are - we believe that diversity drives innovation.
We’re looking forward to hearing from you! If you have any questions, please do not hesitate to email firstname.lastname@example.org.