Field Service Engineer - Boston

Job Title: Field Service Engineer I
Opentrons / Services & Support 

Reports to: Senior Director, Services & Support 

Direct Reports: No

FLSA Status: Exempt

Location: Remote in Boston, MA area
Role ID: EN04100066

 
About Us
Opentrons Labworks, Inc. is a disruptive life science company leveraging its integrated lab platform to supercharge the pace of innovation in research and healthcare. Through Opentrons Robotics, thousands of institutions are automating lab operations with flexible, easy-to-use liquid handling lab robots. With our own cutting edge R&D, biopharma and biotech at large can also benefit from our world-class genome-scale cell engineering solutions.
 
If you are looking for your next exciting opportunity, come join us! We provide excellent benefits, competitive compensation, equity packages, and opportunities for growth. Learn more on our Careers Website.
  
About the Role
The Field Service Engineer II (FSEII) is a key technical resource responsible for delivering exceptional service for the Opentrons’ liquid-handling robotics portfolio. This role focuses on the long-term maintenance, repair, and performance optimization of instruments across our installed base. You will ensure customers experience seamless, reliable operation within the Opentrons ecosystem by providing expert technical service and outstanding customer support.

We are deeply customer-obsessed, and your work will have a direct impact on customer satisfaction and retention. This position requires both technical proficiency and strong communication skills, reflecting Opentrons’ commitment to providing world-class service.

Field Service Engineers report directly to the Director of Field Applications Scientists. This is a remote field-based role with significant travel across the United States and Canada, with potential international coverage based on business needs, however the primary territory for this role is the east coast (U.S.). 

What You Would Do

• Travel to customer sites to perform service on Opentrons robotic platforms, including installation, preventive maintenance, calibration, and repairs.
• Conduct on-site evaluations to diagnose and resolve mechanical, electrical, and software-related issues.
• Document all service activities and findings clearly and accurately in applicable systems.
• Perform basic to intermediate troubleshooting remotely when possible, escalating appropriately when needed.
• Independently schedule and manage installations, maintenance, repairs, and follow-up service activities.
• Maintain high service quality and professionalism while representing Opentrons in the field.
• Travel 60-75% or more to meet business needs.

Who We Are Looking For

Education:

• Bachelor’s degree in Life Sciences, Biotechnology, Biomedical Engineering, Engineering, or a related major required

Experience:

• 2-4 years of experience in a customer-facing technical role within the life sciences or laboratory automation industry.

• Prior experience with liquid-handling automation or Opentrons robots strongly preferred.

• Experience with GitHub and/or version control tools preferred.

• Experience with Salesforce or similar CRM tools preferred.

Knowledge, Skills and Abilities:

• Solid understanding of debugging and interpreting code used in automated liquid handling; knowledge of Python preferred.
• Strong mechanical and hardware troubleshooting skills specific to automated liquid-handling instruments.
• Demonstrated customer-obsessed mindset with a solutions-oriented approach.
• Excellent verbal and written communication skills with the ability to communicate technical information clearly.
• Strong analytical, time management, and problem-solving skills.
• Proficiency in Google Suite or equivalent productivity software.
• Ability to work independently with minimal supervision while managing multiple