Service Engineer II, Internal NGS Instruments

Work Schedule

Environmental Conditions

Job Description

Discover Impactful Work

You will be part of a multidisciplinary engineering team to support R&D scientists performing new product development and sustaining efforts using Ion Torrent instruments for in vitro diagnostic (IVD) applications, including oncology and reproductive health. The candidate will provide on-site hardware support and maintenance of Next Generation Sequencing (NGS) platforms in West Sacramento, CA. They will help train users in basic workflow troubleshooting and help manage all aspects of instrument service on site.

Main Responsibilities

• Provide on-site service and maintenance for Ion Torrent instrumentation including debugging, troubleshooting, and repairing faulty instrumentation for R&D teams.
• We collaborate with development team and instrument users to identify novel issues and develop solutions. As needed, collaborate with field teams about common issues and possible paths to solutions.
• Follow established procedures to perform and document planned maintenance (PM), instrument qualifications (installation, operational, and performance – IQ/OQ/PQ), software upgrades, engineering change order (ECOs) and help maintain local spare parts inventory.
• We track and quantify failures and failure modes on internal instruments, including pulling necessary information from other internal service teams. Learn how to use, search, and improve the service record database.
• We identify and help design new tools or tests to improve understanding and diagnostic capabilities of NGS instrumentation. Develop in-house bulletins or how-to guides that may also help customer-facing Field Service teams for existing products.
• Bolster problem solving and diagnostic skill of R&D teams, training them on support processes, elevation pathways, and developing scientist-led triage before support requests.

Keys to Success

Education

• Bachelor’s degree in Engineering, Biology, or related field

Experience

• 4+ years working in a technical field in science or engineering
• Previous customer support (or work with internal R&D scientists) or service experience and resolving problems in a caring and creative manner
• Experience in next generation DNA sequencing and/or technical knowledge of an Ion Torrent platform is preferred
• Experience working with in vitro diagnostics (IVD) products or services is a plus

Knowledge, Skills, and Abilities

• Ability to travel up to 10% domestically (several times per year) to other R&D sites for training and additional help
• Ability to lift 30 pounds and service floor-standing instrumentation on wheels
• Proficiency in repairing a variety of on-site, complex lab instruments for time-sensitive end users (e.g. critical R&D timelines)
• Highly motivated, energetic, and skilled at prioritizing rapidly changing tasks. Ability to work in a dynamic environment with a dedicated, multidisciplinary, remote team
• Some experience with Linux, basic programming or scripting languages, bioinformatics, and/or instrument control software is advantageous

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards