Engineer (21163)

The Senior Field Support Engineer (FSE)/Depot Services Manager provides technical support to customers of MaxCyte instruments and supports the day-to-day operations of MaxCytes Depot Services. The FSE/Depot Service Manager will work closely with Field Applications Scientists, Business Development Managers, Quality, Technical Support and Engineering teams to ensure an unrivalled customer experience. While this individual will spend time in the field, the position is located at MaxCytes headquarters to best support our in-house repair operations. Works under general direction.

Job Responsibilities:

Field Service

• 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, or routed through our Technical Support (TAS) team
• 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
• Coordinates maintenance tasks throughout the region involving FSEs, FAS, and Business Development Managers
• Provides guidance to other FSEs and FAS, and identifies and executes process improvements to field support activities.
• 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 MaxCytes headquarters for service or upgrades from customer sites
• Works collaboratively across the business to build partnerships with colleagues
• Complies with all aspects of MaxCytes Quality System by following standard operating procedures and submitting required documentation
• Complies with all applicable policies regarding health, safety, and the environment

Depot Service Support

• Support the development and day-to-day operation of MaxCytes Depot Service model.
• Help implement and manage intake/triage procedures, RMA workflows, repair tracking, release documentation, and customer communications.
• Track key depot KPIs such as turnaround time, backlog, repeat repair rate, and repair quality.
• Partner with Operations and Supply Chain to support logistics, spare parts planning, replenishment, and service readiness.

Escalation Support & Technical Execution

• Support complex service issues and escalations in partnership with FSEs, Engineering, Product Development, and Quality.
• Help ensure customer issues receive timely follow-up, clear communication, and proper closure.
• Identify recurring issues and assist in driving corrective actions, process improvements, and documentation updates.
• Train TAS on instrument processes as needed to be able for them to support frontline customer support

Cross-Functional Collaboration & Service Readiness

• Work closely with Service, Engineering, Product Development, Field Applications, Sales, Quality, IT, Operations, and Supply Chain to support strong service execution.
• Help maintain clear escalation paths, handoffs, and communication channels across teams.
• Support Voice of Customer feedback loops by capturing field and customer insights and sharing them with internal stakeholders.
• Partner with Product Development and other functions to support service readiness for new product launches, including training, documentation, and support model preparation.

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