Field Service Engineer, New York City area (field-based)

About Akoya Biosciences:
As The Spatial Biology Company®, Akoya Biosciences’ mission is to bring context to the world of biology and human health through the power of spatial phenotyping. The company offers comprehensive single-cell imaging solutions that allow researchers to phenotype cells with spatial context and visualize how they organize and interact to influence disease progression and treatment response. Akoya offers the PhenoCycler® and PhenoImager® platforms to serve the diverse needs of researchers across discovery, translational and clinical research.

Position Summary/Impact:

Akoya Biosciences is seeking an individual to join our customer focused field service engineering team. This role will provide field support for our PhenoImager and PhenoCycler instruments. The ideal individual will be based near the New York City area and provide on-site support for customers primarily in the Northeast U.S. region, including installation, customer training, preventative maintenance, troubleshooting and repair.

Duties & Responsibilities:

• Apply knowledge of mechanics, electronics, optics, computers, and Akoya products to the installation, preventive maintenance and repair of PhenoImager and PhenoCycler products and accessories.
• Perform equipment installations and calibrations including customer training, introducing the customer to basic features and functions of the instrument and software.
• Provide real-time and follow-up support (technical, operational, logistical) to our customers, both internal and external.
• Evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair.
• Prioritize support correspondence to comply with the team’s customer response time targets.
• Manage, prioritize and schedule all work to be performed to satisfy internal and external customer demands.
• Log and track all support calls and field service visits in the appropriate database in a timely manner.
• Properly maintain and inventory a trunk stock of service parts.
• Communicate strategic customer, competitive and sales lead information to the appropriate Sales Account Manager.
• Liaise with Field Application Scientists for timing and scope of post install advanced training and when necessary, build awareness of critical customer and service issues.
• Report potential quality issues via the Akoya corrective action process.
• Provide awareness of critical customer and service issues, with potential recommended solutions to the technical support group.
• Provide advisory services for management on both equipment and customer problems.
• Always delight our customers with prompt and courteous service and support.
• Collaborates and communicates knowledge (e.g., customer insights, trends, market information, etc.) across the business.
• Other duties as assigned.

Qualifications/Skills

• Requires a BS in Science or Engineering, or an equivalent 2-year degree
• Field experience with a minimum of 3-6 years directly related to medical, life sciences, or biological research device service and support
• Experience with microscopy, digital imaging, fluorescence, microfluidics, and robotics systems preferred
• Excellent organizational and communication skills
• Strong Windows operating system knowledge
• Strong electro-mechanical skills
• Ability to troubleshoot over the telephone and in the field
• Flourishes in a highly dynamic and small company environment
• Must be comfortable speaking to a group in a training setting
• Experience in MS-Office and Sales Force Dot Com (SFDC)
• Ability to work in a team environment and to meet deadlines is required
• Travel expected to be 80% of the time
• Ability to travel to Canada as needed

The hiring range for this position is $85,000 to $110,000 per year, which may factor in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. Our full-time regular positions also include an annual performance-based bonus (or a sales incentive plan) and long-term incentive units (equity) provided as part of our compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Akoya’s excellent benefits program includes a selection of Medical and Dental plans, and Life, AD&D and Short-Term Disability insurance, Tuition Reimbursement, 401(k) with immediate Company match vesting, Company paid holidays and more!

Akoya values bringing together individuals with diverse backgrounds. We are proud to be an Equal Opportunity/Affirmative Action Employer. We do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.