Senior Service Engineer

At MOBILion Systems, you’ll join a dynamic team committed to positively impacting healthcare by commercializing products that help people and save lives. Our products provide unprecedented sensitivity, resolution, and throughput that fuel the development of better therapeutics, the ability to detect disease earlier, and the power to attack diseases at their roots instead of their symptoms. Our technology reveals what others leave unseen!

This is an opportunity to join an outstanding and growing team with an inclusive culture that delivers meaningful insights to the entire company!

Position: Senior Service Engineer
Reports to: Service Manager
Position Location: Company HQ in Suburban Philadelphia, PA

The Senior Service Engineer will provide both office-based and off-site support of our analytical instrument customers. The primary role will be a corporate office-based resource designed to support all internal company product service needs & deliverables. These tasks will include customer technical phone and email support, manufacturing testing protocol support, product development testing support, and applications laboratory instrument repair support. The Senior Service Engineer will be responsible for developing and maintaining the product service documentation, creating/updating manuals, documentation (quick start guides, instructions) and service processes as needed. In addition, the Senior Service Engineer will perform pre-installation support, system installations, onsite repair calls, preventive maintenance calls and remote technical support for our customer base. The Senior Service Engineer will manage and support all call escalations ongoing in the field. In addition, the Senior Service Engineer will actively train and mentor our Service engineers, as well as creating training collateral.

(1) Internal & External Customer Support (40%)
• Support external commercial customers & strategic partners to ensure high up time on the MOBIE product platform.
• Provide both on-site & remote technical support.
• Monitor incoming service requests.
• Install, repair, and perform training on the MOBIE platform.
• Support internal MOBIE installation base as well as act as primary point of contact for 3rd party instrumentation support requests.
• Log all MOBIE support requests in customer resource management software.
• Document customer feedback on the product for continuous improvement.
• Maintain spare parts inventories to support the MOBIE product & internal 3rd party equipment.
• Support Manufacturing checkout of commercial products.

(2) Documentation Creation & Implementation (30%)
• Document known bugs, troubleshooting workflows, and service notes in support of the internal & external customers.
• Document installation & maintenance results in the MOBILion quality system.
• Create & maintain up to date critical service documentation (manuals, testing protocols, checklists, training guides, etc…)

(3) Product Development Integration in support of Product Roadmap (30%)
• Contribute to cross-functional teams to support sustaining engineering efforts.
• Drive service responsibilities during new product rollout to ensure successful product launch.
• Act as customer & service champions during product ideation.
• Collaborate with Manufacturing team for new product introduction activities.

Required Skills & Qualifications:
• Bachelor’s degree in analytical chemistry, chemistry, physics, or engineering.
• Minimum of 5 years industrial experience servicing analytical instrumentation.
• Previous experience as a field service engineer
• Previous experience using, troubleshooting, and servicing mass spectrometry instrumentation.
• Previous proficiency with training customers in mass spectrometry including, but not limited to hardware, software, data acquisition.
• Ability to identify unmet needs in analytical workflows and provide a hypothesis for the potential impact of SLIM.
• Knowledge of workflows related to analysis of biological samples.
• Exceptional time and project management skills with the ability to work on multiple projects in a changing environment.
• Exceptional critical thinking skills, ability to decompose complex problems, prioritize issues, and implement sensible solutions.
• Strong customer centric focused.
• Excellent communication skills and ability to speak, present and write clearly and accurately, particularly as it relates to technical concepts.
• Ability to work independently and collaborate with the technical team.
• Ability to communicate cross-functionally to internal teams.
• Willingness to travel 35%

Preferred Skills & Qualifications:
• An advanced degree in these or related disciplines is a plus.
• Self-motivated worker in a dynamic start-up environment.
• Technical documentation generation.
• Ability to work independently in the laboratory, including experiment design, sample preparation, operation of scientific equipment, and data interpretation.

Key Relationships
Internal Interactions:
• Commercial Team
• Product Development Team
• Product Management
• Business Development
• Applications Scientists
External Interactions:
• MOBILion Product End Users
• Scientific Community, Academic Researchers

Cultural, Behavioral and General Characteristics
• Integrity
• Collaborative
• Work standards/high work ethic – initiative and drive
• Innovativeness & creativity
• Self-sufficient, self-driven, self-motivated (work with minimal supervision)
• Curiosity
• Ability to quickly learn SLIM technology and apply it
• Ability to think through complex issues and solve problems.
• Desire to share information and support a transparent culture.
• Technical translation
• A willingness to accept responsibility, own a project, deliver on timelines.
• Process oriented.

Our vibrant culture is built on shared values and our passion to positively impact healthcare. We foster amazing teams and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and shared successes. We’ve also got amazing benefits!

• Healthcare insurance for employees and their families
• Rich 401(k) offering with Company match
• Annual bonus potential
• Employee Stock Ownership program
• Generous flexible time off benefits
• Flexible work arrangements
• Onsite fitness center
• Complimentary snacks and beverages
• Energetic & inclusive culture

MOBILion Systems is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.