About Us

Ionpath, Inc. is revolutionizing tissue imaging to accelerate discovery for improving human health. The company’s MIBIscope™ System utilizes Multiplexed Ion Beam Imaging (MIBI™) technology, developed at Stanford University, and represents a transformative step forward in pathology. Leading research institutes and biopharmas are using the MIBIscope in immuno-oncology, immunology and neuroscience research where high-fidelity multiplexed imaging data is needed.

About You

You have previous field service experience  servicing complex analytical instruments. You enjoy troubleshooting, solving problems and delving deep to understand the root cause of an issue. You maintain a professional demeanor when interacting with customers and colleagues and understand the importance of being the face of the company to our customers. You are open to working outside of regular business hours and understand the flexibility required in providing on-site customer support. We will consider individuals with significant experience with mass spectrometers operations and repair and little or no field service experience. 

Mission:  

As an integral part of Ionpath’s Customer Success department, Field Service Engineer’s are the face of Ionpath to our users and the voice of the customer internally. Ionpath expects them to provide exceptional service to Ionpath’s customers in an efficient and thorough way and follow standard field service processes and procedures to deliver consistent support to our customers. 

 

Duties:  

 

  • Provide onsite and remote customer support for installations, maintenance, validation and repairs 
  • Maintain accurate and complete reporting of service activities 
  • Follow Ionpath’s policies, protocols, SOPs and service manuals  
  • Take full ownership of customer issues and follow through to resolution 
  • Depot repair and testing of spare parts and sub-assemblies 
  • Documentation updates and training 
  • Support distributor and remote colleagues in day-to-day repairs 
  • Properly escalate hardware and software issues to management and product support teams 
  • Build and maintain relationships to delight our customers 
  • Fix the system - and fix the customer 
  • Training, technical support, travel planning, administration 
  • Work closely with Product Support and R&D to improve our customer solutions
  • Manage schedules, spare parts, quoting, billing, and capture of customer feedback 

 

Requirements: 

B.S. in applied physics, analytical chemistry, computer science, electrical engineering, or equivalent experience.  

  • 0 – 3 years experience as a Field Service Engineer or Field Applications scientist in a related field 
  • Experience with electronics test equipment (e.g. multimeter, oscilloscope, vacuum leak detector, etc. )  
  • Mechanical aptitude (ability to use hand tools such as wrenches and precision tools) 
  • Strong interpersonal communication skills  
  • Strong verbal and written communication skills. 
  • Self-motivated and eager to work in a dynamic environment 
  • Occasionally may need to lift and/or move up to 50 pounds 
  • This position will involve up to 60% travel including international, and requires a valid driver’s license and passport 
  • Willingness to receive vaccinations for travel and to work safely in labs up to BSLII 

 

Preferred Candidates may have: 

 

  • M.S. or Ph.D. in applied physics, analytical chemistry, computer science, electrical engineering, or equivalent experience.  
  • 5+ years experience as a Field Service Engineer or Field Applications scientist in a related field 
  • 5+ years hands-on experience with SEMS, SIMS, vacuum and high voltage systems  
  • 2+ years of direct Customer Support Experience 
  • Experience with software applications and utilities such as NetSuite, Salesforce, and Linux OS 
  • San Jose/San Francisco area residence 

Salary range for this role is $120,000- $140,000

Please apply on this website or at this link:

https://www.ionpath.com/careers/?gh_jid=4590672002

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