Job Description

The Field Support Engineer (FSE) provides technical support to customers of MaxCyte\'s Scalable Transfection Systems. The FSE works remotely and interacts with customers and partners maintaining and upgrading instrumentation and providing timely troubleshooting assistance at their site. The FSE will work closely with Field Applications Scientists, Sales Managers, Technical Support and Engineering teams to ensure an unrivalled customer experience. Works under general direction.

Territory: East Coast

Preferred Locations: Preference will be given to applicants who reside in the Boston, Philadelphia, or DMV (Washington DC, Maryland, Virginia) areas

• Provides technical support for MaxCyte product lines and services by responding to customer technical inquiries; inquiries may be received via telephone, email, and/or web chat
• Conducts installations and training at customer sites
• Performs instrument calibrations, upgrades, and repairs
• Troubleshoots and documents customer issues with recommended solutions
• Accurately records pertinent information from customer interactions and follows up to ensure the highest level of customer satisfaction
• Makes recommendations to the internal teams for future software and hardware design improvements
• Conducts software usability testing
• Presents technical updates to colleagues and participates in team meetings
• Packs and ships instruments for return to MaxCyte\'s headquarters for service or upgrades from customer sites
• Works collaboratively across the business to build partnerships with colleagues
• Complies with all aspects of MaxCyte\'s Quality System by following standard operating procedures and submitting required documentation
• Complies with all applicable policies regarding health, safety, and the environment

• BS in biomedical engineering or related field, and at least 3-5 years of experience in providing engineering support; or equivalent.
• Demonstrated troubleshooting skills
• Basic understanding of Local Area Networks (LAN) and how they are configured
• Experience in a customer facing role preferred
• Strong written, verbal, and interpersonal skills; ability to communicate effectively with customers and internal teams
• Proactive; works under minimal supervision
• Hands on experience with multimeters, wrenches, screwdrivers, torque wrenches, scales, drills, cutting tools, etc.
• Must be able to lift 35 pounds
• Ability to travel ~ 50-70% (domestic and international)

Note: To the extent permissible under applicable law, candidates will be required to show proof of being fully vaccinated against COVID-19 upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law.

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MaxCyte Inc