Field Service Engineer

Field Service Engineer – Shanghai, China (Remote)

About the Role

As part of the Instrument Services team, you will take ownership of cases assigned, driving & delivering high quality service resolution; provide timely onsite support to address service repair issues at customer sites according to contract prioritization. Ensure the timely completion of all required service documentation. Follow up with customers regarding instrument performance post service intervention. Communicate proactively and share information with field team members, Service Operation team, Technical Service and Customer Service teams, in addition to other support functions to ensure the success of 10x Genomics.

As a Field Service Engineer, you will perform assembly, disassembly, and repair work on analytical laboratory instruments and equipment. Effectively and safely utilise test equipment, hand tools and power tools when needed. 

You’ll be responsible for documentation as required by company policy, cGMP, ISO, Regulatory agencies and support the loading and updating of software, calibrations, preventive maintenance, and Pre-staging of new equipment. Additionally, you will also monitor personal parts stock, test equipment and test tools inventory to ensure proper levels and current calibration certificates are readily available for typical servicing of instruments. Conduct advanced, complex service tasks and instrument configurations.

You’ll actively contribute to the Service Knowledge Base and support increased utilisation of the knowledge management database. Recommend methods to improve field service efficiency and identify opportunities to improve overall service delivery processes, remote tools, support capabilities, and customer satisfaction.

What you will be doing

• Test, troubleshoot, and repair instruments and equipment to the Field Replaceable Unit (FRU) level
• Analyze complex situations and apply independent judgment when resolving problems
• Interpret past repairs on analytical laboratory instruments to resolve and diagnosis new highly complex issues
• Assemble and disassemble instruments and equipment
• Support Pre-staging of instruments to ensure full functionality prior to Sales Inventory transfer
• Perform electronic, mechanical, pneumatic, programmable logic controllers, liquid, gas, fluidics, and electrical repairs associated analytical laboratory instruments and equipment
• Provide field based on the job training for Field Service Engineers on the proper preventive maintenance, calibration, and service techniques for analytical laboratory instruments
• Responsible for supporting upgrade release activities including calibration and configuration of analytical laboratory instruments
• Monitor personal inventory levels to ensure adequate levels of parts and supplies are available on hand, if not place orders for supplies following company procedures

Minimum Requirements

• Bachelor’s degree in Biomedical Engineering / Technology (or equivalent)
• Multi-year experience with the service and repair of analytical laboratory instruments
• Demonstrated ability to operate independently and manage multiple priorities
• Understanding of critical customer experience factors and after sales service
• Excellent customer facing communication and interpersonal skills
• Detail oriented and able to effectively collaborate within a cross functional team
• Excellent time management skills, with a focus on effective scheduling, prioritisation, delegation, and the ability to coordinate and address competing demands
• Fluent Mandarin and English language skills written and spoken
• Ability to travel as required within the APAC region to be successful in this field-based role, expected to be at least 65% of the time

Preferred Qualifications and/or Experience

• Proficiency in Microsoft Suite, in particular Excel and PowerPoint
• Familiarity with microfluidic systems
• Experience working with optical systems
• Working knowledge of Linux operating system

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About 10x Genomics

At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.

We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.

Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference. 

Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.

10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.

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