Countable Labs

Sr. Field Service Engineer

Palo Alto, CA · Senior · Full-time

Sponsorship not specified$75k-$150kDetected 1 day ago

CRMERPInventory ManagementCustomer SupportGMPBioinformaticsPCRCommunicationCollaboration

About the role

Preventative Maintenance: Execute scheduled PM visits according to service protocols to ensure consistent instrument performance, calibration accuracy, and minimal downtime.
Troubleshooting & Repair: Diagnose and resolve hardware, software, and mechanical issues in the field for both Countable instruments and third-party equipment, escalating to engineering or the manufacturer as needed.
Documentation & Compliance: Complete service reports, calibration records, and maintenance logs in accordance with the company's quality management system and applicable GMP/ISO standards.

Ability to manage a multi-site service territory and prioritize competing service requests.
5+ years in field service, biomedical/laboratory equipment repair, or technical support for diagnostic or life-sciences instrumentation.

Travel & License: Valid driver's license and ability to travel to customer sites globally, including overnight travel (estimated 75 - 80% of the time) Work Environment This is a field-based role.
Bachelor's degree in Electronics, Biomedical Engineering, Engineering Technology, or a related technical field

Provide hands-on training to customer lab staff on proper instrument operation, routine care, and troubleshooting basics following installation.
Additional Skills & Qualifications Experience servicing lab instrumentation from manufacturers of similar pcr instruments and/or diagnostics/life-sciences companies is a strong plus.
Hands-on familiarity with centrifuges and thermal cyclers specifically is highly desired.
Comfort working with a customer relationship management (CRM) or field-service management tool to log visits, parts, and case notes to ensure up-to-date asset tracking of system placements.
Valid driver's license and ability to travel to customer sites globally, including overnight travel (estimated 75 - 80% of the time) Work Environment This is a field-based role.
Work in customer labs may involve exposure to biohazards, chemicals, and regulated diagnostic environments
use of appropriate personal protective equipment, including gloves and safety glasses, is required.
Schedules may vary based on customer service needs, and some flexibility outside standard business hours may be required to support urgent service requests.

Parts & Inventory Management: Maintain van and site stock of spare parts and consumables, and track usage and orders through the company's ERP or our CRM - field-service management system.

Complete service reports, calibration records, and maintenance logs in accordance with the company's quality management system and applicable GMP/ISO standards.
Capture on-site insights and field observations during customer visits, channeling actionable feedback to the Engineering team/Contract Development and Manufacturing Organization (CDMO) to continuously improve instrument procedures.
Travel reimbursement per company policy.
Job Type & Location This is a full-time, field-based position supporting customers primarily in the USA, with occasional travel internationally as needed.

This listing is sourced directly from Countable Labs's careers page and normalized into a canonical job model.