Menlo Park
Employment Type: 
Job ID: 




Develop, establish, deploy and maintain standardized field service processes and procedures that enable Field Service to deliver consistent support to customers. Collaborate with internal and external stakeholders to deliver actionable data to drive continuous improvement.



  • Develop, teach and reinforce  Field Service guidelines and protocols
  • Provide global support for installations, maintenance, validation, troubleshooting and repairs 
  • Become the expert in all facets of the hardware, software, applications, and service tools
  • Leverage all learning and tribal knowledge into world-class service documentation
  • Work with Manufacturing, Engineering and Software teams to develop reliable troubleshooting and support tools
  • Leverage ERP & Service Management data to drive design updates for current and future products
  • Collaborate with Manufacturing Operations and R&D to drive continuous improvement
  • Manage Installed Base configurations and bring all field systems up to standard
  • Train new and existing personnel on instrument usage and best practice – “one source of the truth”
  • Generate SOPs, manuals, Field Change Notices, Bulletins, etc.
  • Support the Field teams by travelling on-site occasionally, as needed
  • Help manage remote spare parts inventory 



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

  • Previous experience as a Field Service Engineer preferred
  • 5 years hands-on experience with SEMS, SIMS, vacuum and high voltage systems
  • Proficiency in electronic test equipment (multimeters, oscilloscopes, vacuum leak detectors, etc.)  
  • Mechanical aptitude (ability to use hand tools and precision tools)
  • Customer service skills
  • Conflict Resolution skills
  • Strong interpersonal communication skills 
  • Ability to explain technical information to a non-technical audience
  • Self-motivated and eager to work in a dynamic environment 
  • Occasionally may need to lift and/or move up to 50 pounds 
  • This position may involve travel up to 25% and requires a valid driver’s license and passport
  • Software experience e.g. Linux, Python, C, experience is desirable
  • Willingness to receive vaccinations for travel and to work safely in labs up to BSL II
  • Proficiency with ERP and version control systems a plus (e.g. NetSuite, Arena)
  • Ability to create and adhere to project schedules
  • Experience creating and delivering training content through class-room, video, video conferencing, and other multi-media / web-based tools

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