Seer is seeking a highly motivated and customer-focused Field Service Engineer (FSE) to support our growing install base across the Northeast region. This role is critical to delivering exceptional customer experience for Seer’s Proteograph platform and associated automation systems. The FSE will work directly with customers to support all instrument support needs such as installation, repairs, upgrades, and preventive maintenance. The ideal candidate is passionate about the customer experience, has a solution-oriented mindset and is comfortable working in a fast-paced and agile environment. 

Responsibilities:

Instrument Support

• Install, maintain, and repair Seer instruments (Hamilton STARlet) and associated software and accessories.
• Troubleshoot, diagnose and resolve instrument issues to customer satisfaction.
• Resolve customer issues via phone and other remote support mechanisms to drive quick resolutions and maintain instrument uptime.
• Document all customer interactions within the CRM system (Salesforce).
• Triage and escalate complex issues which cannot be resolved remotely and work cross-functionally with the automation team and other internal teams to diagnose issues and apply corrections via field actions.
• Deliver service training to distributors and new hires as part of technical onboarding.
• Create knowledge articles based on system expertise and key learnings.
• Provide secondary/out-of-territory instrument support as needed. 
• Create and update service procedures and guidelines for best practices.
• Strong and collaborative work ethic; must be a self-starter that embraces a challenging and fast-paced work environment.   
• Willing to travel up to 80%. Occasional international travel may be required.

Customer Experience

• Develop strong customer relationships built on trust, respect, and empathy.
• Collaborate and communicate effectively with all stakeholders.
• Work closely with internal partners (e.g., Sales, Operations, Product Development, Quality) to advocate for customer needs and champion a successful outcome.
• Identify, document, and communicate customer experience feedback.
• Identify and propose new ways to add value to the customer experience.
• Participate on teams to represent the voice of customer

Minimum Qualifications

• Bachelor’s Degree in an engineering discipline (e.g., Mechanical Engineering, Electrical Engineering).
• Experience with liquid handlers and/or automation workflows (e.g., Hamilton, Tecan, Beckman).
• Ability to deliver technical information in a simple and effective manner.
• Ability to anticipate needs and act with a sense of urgency to prevent issues.

Preferred Skills and Experience

• Ability to develop strong relationships with all customers, internal and external.
• Ability to handle difficult customer situations and focus on win-win outcomes.
• Ability to recognize target audience and tailor communication style accordingly.
• Excellent communication skills, both verbal and written.
• Excellent problem-solving skills and systems thinking.
• Customer-facing experience, ideally in the life science or medical device industry.
• Ability to occasionally lift, carry, push, pull or otherwise move approximately 85 lbs. 
• Experience installing and/or repairing Hamilton Microlab STAR line is a plus.

Key Traits for Success

• Strong ownership mentality – operates as the “CEO” of their territory
• Highly responsive and customer-first mindset
• Systems thinker with excellent problem-solving ability
• Comfortable working independently in dynamic, fast-changing environments
• Strong communication and relationship-building skills

Location: SF Bay Area

The Role and The Team: 

We are looking for a collaborative, self-driven sales leader to join our team.  You will be responsible for developing, driving and executing the commercial strategy within the defined US territory and supporting our global expansion. In this sales role you will develop deep customer relationships within academic, Biotech, Pharma and Government accounts,  establish the Seer technology for unbiased proteomics as the market leader, support the build out of Seer’s commercial organization and meet or exceed the commercial targets set for the company. This role will be field and home-office based. 

Responsibilities and goals: 

• Develop a territory and account-based sales plan for the territory 
• Execute the plan for the territory to meet or exceed company goals 
• Deliver presentations on the Seer technology to customers in seminars and smaller meetings 
• Consult customers on the value of Seer technology for deep, unbiased proteomics to ensure the delivery of an exceptional customer experience
• Partner across the company to communicate the needs of customers to drive future product developments and market expansion
• Manage and drive the sales process within a complex sales environment
• Utilize, update and manage the CRM system
• Effectively manage and deliver an accurate forecast for the sales territory
• Drive prospecting and develop new leads in the region to expand the customer base and open up new markets
• Support the expansion of the commercial organization as needed to meet the company goals 

Background and Qualifications: 

• Deep knowledge of biomarker discovery and life science markets 
• 8+ years or equivalent of proven life science capital sales experience and success 
• Highly adaptable and independent professional
• Strong desire to build customer relationships for long term engagement
• Ideal candidate will be based in the region they support 

Education: 

• Life science degree is required 
• MBA or similar business degree desired 

At Seer, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $140,000 and $160,000, and will depend on the candidates education, skills, qualifications, experience, and location. This position is also eligible for bonus, benefits, and participation in Company’s stock option plan.   

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