Field Service Engineer II, Southern California

Summary

Alamar Biosciences develops highly multiplexed, high-sensitivity protein biomarker measurement technologies for life science research and early disease detection. The Field Service Engineer II will provide remote and on-site support for the ARGO automated instrument platform, including installations, maintenance, troubleshooting, customer communication, documentation, and collaboration on service and product improvements across Southern California and the Western U.S.

Responsibilities

• Perform instrument installations, planned maintenance, corrective maintenance, upgrades, and field actions for Alamar's ARGO platform at customer facilities
• Provide exceptional remote and on-site support for customers in Southern California, Nevada, Arizona, Utah, with regional support across the Western U.S. and broader coverage as business needs require
• Independently troubleshoot instrument, application-adjacent, and workflow issues while clearly communicating resolution plans, risk, and next steps to customers and internal partners
• Initiate and cultivate positive relationships with customers, field colleagues, commercial partners, and cross-functional technical teams
• Respond rapidly to customer requests and maintain timely, complete, and accurate documentation in the CRM system, including service activities, parts usage, follow-up needs, and customer commitments
• Collaborate proactively with Service Development, Engineering, R&D, Quality, Operations, and Commercial teams to deliver comprehensive solutions to customer-facing issues
• Capture and communicate Voice of Customer insights, recurring failure modes, installation learnings, and serviceability feedback to support product and process improvements
• Create, refine, and review scalable customer support processes, technical work instructions, service bulletins, manuals, and field readiness materials
• Support onboarding, mentoring, and technical guidance for newer field team members as appropriate for an FSE II role
• Represent Alamar professionally during high-visibility customer interactions, escalations, site preparation discussions, and post-service follow-up

Skills

• Positive can-do attitude, strong ownership mindset, and commitment to delivering an exceptional customer experience
• Adaptable, self-motivated professional with strong attention to detail and the ability to work effectively in a remote, field-based environment
• Bachelor's degree or equivalent experience in a related technical, scientific, engineering, or life science field
• Typically 2+ years of field-based service experience in the biotech, life science, diagnostics, laboratory automation, or related instrumentation industry
• Demonstrated ability to perform on-site troubleshooting, maintenance, installation, and customer support with minimal supervision
• Exceptional customer-facing skills, including active listening, empathy, de-escalation, proactive communication, and follow-through
• Pragmatic thinker with a clear, structured, and effective approach to problem solving under customer-facing time pressure
• Outstanding written, verbal, and presentation skills, with the ability to convey complex technical information clearly to customers and internal stakeholders
• Strong orientation toward process improvement, technical documentation quality, and scalable service execution
• Desire, ability, and willingness to travel from a Southern California home location to customer sites throughout Southern California, the Western U.S., and beyond when needed, with the possibility of some international travel
• Must be within commuting distance of a major airport
• Experience supporting complex laboratory automation, proteomics, genomics, diagnostics, liquid handling, imaging, or high-precision analytical platforms
• Familiarity with CRM-based service documentation, service case management, field service metrics, parts logistics, and customer escalation workflows
• Experience supporting installations in academic, biotech, pharmaceutical, clinical research, or field-based customer environments
• Ability to contribute to service readiness activities such as installation planning, site preparation coordination, knowledge base content, and training material review

Qualifications

Must Haves

• Positive can-do attitude, strong ownership mindset, and commitment to delivering an exceptional customer experience
• Adaptable, self-motivated professional with strong attention to detail and the ability to work effectively in a remote, field-based environment
• Bachelor's degree or equivalent experience in a related technical, scientific, engineering, or life science field
• Typically 2+ years of field-based service experience in the biotech, life science, diagnostics, laboratory automation, or related instrumentation industry
• Demonstrated ability to perform on-site troubleshooting, maintenance, installation, and customer support with minimal supervision
• Exceptional customer-facing skills, including active listening, empathy, de-escalation, proactive communication, and follow-through
• Pragmatic thinker with a clear, structured, and effective approach to problem solving under customer-facing time pressure
• Outstanding written, verbal, and presentation skills, with the ability to convey complex technical information clearly to customers and internal stakeholders
• Strong orientation toward process improvement, technical documentation quality, and scalable service execution
• Desire, ability, and willingness to travel from a Southern California home location to customer sites throughout Southern California, the Western U.S., and beyond when needed, with the possibility of some international travel
• Must be within commuting distance of a major airport

Nice to Haves

• Experience supporting complex laboratory automation, proteomics, genomics, diagnostics, liquid handling, imaging, or high-precision analytical platforms
• Familiarity with CRM-based service documentation, service case management, field service metrics, parts logistics, and customer escalation workflows
• Experience supporting installations in academic, biotech, pharmaceutical, clinical research, or field-based customer environments
• Ability to contribute to service readiness activities such as installation planning, site preparation coordination, knowledge base content, and training material review

Benefits

• Bonus
• Equity