Countable Labs · 3 weeks ago
Sr. Field Service Engineer
United States
Full-time
Remote
Senior Level
$120K/yr - $160K/yr
5+ years expCountable Labs is a startup reimagining the future of genomics with their innovative Countable PCR platform. They are seeking a Senior Field Service Engineer to serve as the primary technical point of contact for customers, responsible for on-site installations, maintenance, and troubleshooting of their instruments.
PharmaceuticalBiotechnologyLife ScienceBiopharmaClinical Trials
Responsibilities
Perform on-site installation, setup, and qualification (IQ/OQ) of Countable PCR units and associated third-party equipment, including centrifuges, rotors, and thermal cyclers, at customer laboratories
Execute scheduled PM visits according to service protocols to ensure consistent instrument performance, calibration accuracy, and minimal downtime
Diagnose and resolve hardware, software, and mechanical issues in the field for both Countable instruments and third-party equipment, escalating to engineering or the manufacturer as needed
Serve as a first point of contact for customer inquiries by phone or email regarding instrument operation, performance, and error codes, providing timely remote troubleshooting when on-site visits aren't required
Complete service reports, calibration records, and maintenance logs in accordance with the company's quality management system and applicable GMP/ISO standards. Capture on-site insights and field observations during customer visits, channeling actionable feedback to the Engineering team/Contract Development and Manufacturing Organization (CDMO) to continuously improve instrument procedures
Maintain van and site stock of spare parts and consumables, and track usage and orders through the company's ERP or our CRM - field-service management system
Provide hands-on training to customer lab staff on proper instrument operation, routine care, and troubleshooting basics following installation
Qualification
Required
Education: Bachelor's degree in Electronics, Biomedical Engineering, Engineering Technology, or a related technical field; equivalent military or technical-school training also considered
Experience: 5+ years in field service, biomedical/laboratory equipment repair, or technical support for diagnostic or life-sciences instrumentation
Skills: Proficiency with hand tools, multimeters, and diagnostic software; ability to read schematics, wiring diagrams, and technical service manuals
Physical Requirements: Ability to lift 75-150 lbs, work in varied lab environments, and perform tasks requiring fine motor dexterity and close-up visual inspection
Travel & License: Valid driver's license and ability to travel to customer sites globally, including overnight travel (estimated 75 - 80% of the time)
Preferred
Experience servicing lab instrumentation from manufacturers of similar PCR instruments and/or diagnostics/life-sciences companies is a strong plus
Hands-on familiarity with centrifuges and thermal cyclers specifically is highly desired
Strong customer-facing communication skills and comfort representing the company independently on-site
Ability to manage a multi-site service territory and prioritize competing service requests
Comfort working with a customer relationship management (CRM) or field-service management tool to log visits, parts, and case notes to ensure up-to-date asset tracking of system placements
Benefits
This is a field-based role. Most work is performed at customer laboratory sites, with some time in a home office and Countable Labs headquarters between visits for reporting, planning, training, and parts coordination.
Travel reimbursement per company policy.
Schedules may vary based on customer service needs, and some flexibility outside standard business hours may be required to support urgent service requests.
Use of appropriate personal protective equipment, including gloves and safety glasses, is required.
Company
Countable Labs
Countable Labs provides a PCR system for single-molecule counting and high-sensitivity molecular detection in biotechnology.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$26MKey Investors
ARCH Venture Partners
2026-05-28Series A· $26M
Leadership Team
Giovanna Prout
CEO and Board Member
Christina Fan
Co-Founder and CTO
Recent News
Research & Development World
2026-07-02
2026-06-26
Company data provided by crunchbase