Field Service Engineer

Field Service Engineer

This is an exciting opportunity to service our rapidly growing customer base in North America and contribute to STEMCELL Technologies' growing, international service team. As a Field Service Engineer, you will be part of a growing, global service team consisting of highly skilled technical and application specialists who work closely with our customers to ensure their instruments provide the high level of service they expect. Working for Canada's largest biotechnology company, you will help provide leading-edge instrument and reagent solutions that drive our customers' innovative research at the forefront of science. You will be contributing to the growth of our company, the groundbreaking work of our customers, and developing the service capability and infrastructure we require to maintain our leadership position. Please note that this role is primarily servicing the West and Midwest region of the United States, but additional travel may be required to support our customers (travel is estimated at approximately 50-60%).

Job Description

Duties and Responsibilities

• Provide on-site and/or in-house servicing, repair and installation of instruments and their components
• Propose solutions to instrument issues and service problems from low to moderate complexity
• Provide technical support to customers via telephone, email, and on-site service for operational or maintenance aspects of instruments to minimize customer downtime
• Develop broad knowledge of STEMCELL instruments including remote diagnostic ability, troubleshooting, and repairs of mechanical, hardware, software-related failures to maintain our instruments
• Support the development and use of service and assembly procedures and train new staff as required, while also assisting with continuous improvement in product design and manufacturing
• Manage your workday and schedule customer visits, assisting with spare parts inventory management, work scheduling and budgeting

Knowledge and Qualifications

• A bachelor's degree in Engineering or technical diploma with a minimum of 5+ years of relevant experience, preferably in field service in ISO 13485 or GMP environments
• Minimum of 3 years of mechanical assembly and 4+ years of industrial experience with a broad knowledge of servicing techniques including remote diagnostics, troubleshooting and repairs
• Familiarity with robotics, vision systems, liquid handling, automation, machine controls, and software systems
• Ability to read mechanical and electrical drawings and diagrams
• Strong diagnostic and structured problem-solving skills with a systematic and analytical approach
• Excellent customer facing skills with a track record of maintaining customer satisfaction and instrument performance

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada's Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

The salary range for this job is listed below; however, the salary offered may vary depending on the successful candidate's location and qualifications (including, but not limited to, job-related knowledge, education, training, skills, and experience). For commission based sales roles the noted salary range is inclusive of target commissions which the successful candidate is eligible to receive based on individual performance results in accordance with company policy. Field based sales roles may also be eligible for an additional car allowance.

$76,800.00 - $104,000.00

Employee Benefits:

• 15 Vacation days to start, 13 Personal days (includes sick time and time off to care for family members), and a holiday closure between Christmas and New Year's
• 16 weeks of Paid Parental Leave
• 100% employer-paid Medical, Dental and Vision benefits for employees, their spouses or domestic partners, and their eligible dependents. 2 Medical plans available – option of either PPO plan or QHDHP HSA plan
• 100% employer-paid Life, AD&D, Short-Term and Long-Term Disability insurance
• 401(k) Retirement Plan with up to 4% employer match
• Employee Assistance Program available to employees, their spouses or domestic partners, and their dependents at no cost

Other benefits:

• Optional, employee-paid Life/AD&D, Critical Illness and Accident insurance
• Optional, employee-paid Legal Access plan