Sr. Field Service Engineer

About Countable Labs

At Countable Labs, we're reimagining the future of genomics and we'd love for you to be a part of it! As the innovators behind our groundbreaking Countable PCR platform, we're building tools that make a real impact in precision medicine. We're a startup fueled by innovation, collaboration, and a mission-driven spirit. If you're ready to roll up your sleeves, build something from the ground up, and help shape the future of genomics, we want you on our team!

Role Summary

The Field Service Engineer (FSE) , along with the Field Application Scientists (FAS) are the primary technical point of contact for customers using the Countable PCR platform, responsible for on-site installation, preventative maintenance, and troubleshooting of Countable instruments as well as the third-party equipment that support the workflow.

You will travel to customer laboratories to install and qualify new systems, perform scheduled maintenance, diagnose and resolve instrument and software technical issues, and represent Countable Labs' commitment to reliability and customer success.

Key Responsibilities

• System Installation: Perform on-site installation, setup, and qualification (IQ/OQ) of Countable PCR units and associated third-party equipment, including centrifuges, rotors, and thermal cyclers, at customer laboratories.
• 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.
• Technical Support: Serve as a first point of contact for customer inquiries by phone or email regarding instrument operation, performance, and error codes, providing timely remote troubleshooting when on-site visits aren't required.
• Documentation & Compliance: 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.
• 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.
• Customer Training: 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.
• Strong customer-facing communication skills and comfort representing the company independently on-site.
• Ability to manage a multi-site service territory and prioritize competing service requests.
• 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.

Required Qualifications

• Education: Bachelor's degree in Electronics, Biomedical Engineering, Engineering Technology, or a related technical field; equivalent military or technical-school training also considered.

• Experience: 5+ years in field service, biomedical/laboratory equipment repair, or technical support for diagnostic or life-sciences instrumentation.

• Skills: Proficiency with hand tools, multimeters, and diagnostic software; ability to read schematics, wiring diagrams, and technical service manuals.

• Physical Requirements: Ability to lift 75-150 lbs, work in varied lab environments, and perform tasks requiring fine motor dexterity and close-up visual inspection.

• 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. Most work is performed at customer laboratory sites, with some time in a home office and Countable Labs headquarters between visits for reporting, planning, training, and parts coordination. 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. Travel reimbursement per company policy. Schedules may vary based on customer service needs, and some flexibility outside standard business hours may be required to support urgent service requests.

Job Type & Location

This is a full-time, field-based position supporting customers primarily in the USA, with occasional travel internationally as needed. Preferred to be based in Northern California to be onsite at headquarters in Palo Alto, CA, as needed, but open to within the USA.