Senior Field Service Engineer

Quantum-Si is seeking a highly skilled and motivated Senior Field Service Engineer to play a critical role in scaling our global service organization. This individual will combine hands-on field support with the development of service processes, infrastructure, and best practices to support a growing installed base of advanced life science instrumentation. The ideal candidate is both technically strong and operationally minded, capable of resolving complex issues in the field while helping build the foundation for a world-class service organization. 

Key Responsibilities: 

Field Service Execution 

• Install, maintain, troubleshoot, and repair advanced life science instrumentation in customer laboratories
• Perform preventative maintenance, calibrations, upgrades, and system validations
• Support instrument relocations and ensure systems meet operational specifications

Customer Support and Escalation Management 

• Diagnose and resolve complex hardware, software, and system integration issues
• Serve as a technical escalation point for critical customer issues
• Collaborate with internal engineering and support teams to drive rapid resolution

Service Infrastructure Development 

• Develop and refine service procedures, manuals, and troubleshooting protocols
• Partner with product management and commercial leadership to define service contract offerings
• Help establish global service models including training programs, parts strategies, and depot operations
• Contribute to the development of service documentation including IFUs,manuals,knowledge base articles, FAQs and training videos 

Cross-Functional Collaboration 

• Partner with R&D to identify failure trends and drive product improvements
• Support Sales and Field Applications teams with pre- and post-sales activities
• Provide feedback from the field to inform product design, usability, and reliability

Operational Excellence 

• Document all service activities in CRM or case management systems
• Track and report key service metrics including uptime, response time, and resolution performance
• Manage multiple service cases and projects simultaneously
• Deliver a high level of customer satisfaction as measured by service feedback and retention

Connectivity and IT Integration 

• Support instrument connectivity in customer environments including secure networks
• Enable remote diagnostics and cloud-based system integration
• Work with customer IT teams to ensure compliance with security and data requirements

Qualifications: 

• Bachelor's degree in engineering, Physics, or a related technical field
• 5+ years of field service experience supporting capital equipment in biotech, diagnostics, life sciences, medical device or equivalent industry
• Strong experience with fluidics and optical instrumentation systems
• Experience connecting instruments to enterprise or cloud-based networks in secure environments
• Proficiency with CRM or service management systems such as Salesforce
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong communication and interpersonal skills with a customer-first mindset
• Ability to work independently while collaborating effectively across teams
• Valid driver’s license and ability to obtain a passport for international travelas required<