At Alamar, we are passionate about enabling our customers to make scientific discoveries that translate into clinical outcomes and benefit patients. Our team is growing quickly as we develop innovative approaches to measure critical protein biomarkers from liquid samples that can enable the earliest possible detection of disease. We believe the next frontier in biology is enabled by measuring proteins at higher sensitivity in highly multiplexed assays at the push of a button, which is something only Alamar can do. As we build our team, we seek collaborative, driven, intellectually curious people committed to solving complex challenges. Our culture rewards accountability and cross functional teamwork because we believe this enables the kind of breakthrough thinking that will accelerate our mission.
Would you like to make a significant impact in life science research and early disease detection at an expanding company? Alamar Biosciences is seeking a Southern California based Field Service Engineer II to support Alamar's automated instrument platform for high-precision proteomic analysis. Centered within the Customer Support organization, this customer-facing, hands-on role will deliver exceptional remote and on-site service while serving as a trusted technical partner for customers across Southern California and the broader Western region. The role offers meaningful opportunities to contribute to field service process maturity, collaborate closely with Service Development, Engineering, and R&D, and provide practical Voice of Customer feedback that informs product and service improvements.
Primary Responsibilities
- Perform instrument installations, planned maintenance, corrective maintenance, upgrades, and field actions for Alamar's ARGO platform at customer facilities.
- Provide exceptional remote and on-site support for customers in Southern California, Nevada, Arizona, Utah, with regional support across the Western U.S. and broader coverage as business needs require.
- Independently troubleshoot instrument, application-adjacent, and workflow issues while clearly communicating resolution plans, risk, and next steps to customers and internal partners.
- Initiate and cultivate positive relationships with customers, field colleagues, commercial partners, and cross-functional technical teams.
- Respond rapidly to customer requests and maintain timely, complete, and accurate documentation in the CRM system, including service activities, parts usage, follow-up needs, and customer commitments.
- Collaborate proactively with Service Development, Engineering, R&D, Quality, Operations, and Commercial teams to deliver comprehensive solutions to customer-facing issues.
- Capture and communicate Voice of Customer insights, recurring failure modes, installation learnings, and serviceability feedback to support product and process improvements.
- Create, refine, and review scalable customer support processes, technical work instructions, service bulletins, manuals, and field readiness materials.
- Support onboarding, mentoring, and technical guidance for newer field team members as appropriate for an FSE II role.
- Represent Alamar professionally during high-visibility customer interactions, escalations, site preparation discussions, and post-service follow-up.
Qualifications
- Positive can-do attitude, strong ownership mindset, and commitment to delivering an exceptional customer experience.
- Adaptable, self-motivated professional with strong attention to detail and the ability to work effectively in a remote, field-based environment.
- Bachelor's degree or equivalent experience in a related technical, scientific, engineering, or life science field.
- Typically 2+ years of field-based service experience in the biotech, life science, diagnostics, laboratory automation, or related instrumentation industry.
- Demonstrated ability to perform on-site troubleshooting, maintenance, installation, and customer support with minimal supervision.
- Exceptional customer-facing skills, including active listening, empathy, de-escalation, proactive communication, and follow-through.
- Pragmatic thinker with a clear, structured, and effective approach to problem solving under customer-facing time pressure.
- Outstanding written, verbal, and presentation skills, with the ability to convey complex technical information clearly to customers and internal stakeholders.
- Strong orientation toward process improvement, technical documentation quality, and scalable service execution.
- Desire, ability, and willingness to travel from a Southern California home location to customer sites throughout Southern California, the Western U.S., and beyond when needed, with the possibility of some international travel. Must be within commuting distance of a major airport.
Preferred Qualifications
- Experience supporting complex laboratory automation, proteomics, genomics, diagnostics, liquid handling, imaging, or high-precision analytical platforms.
- Familiarity with CRM-based service documentation, service case management, field service metrics, parts logistics, and customer escalation workflows.
- Experience supporting installations in academic, biotech, pharmaceutical, clinical research, or field-based customer environments.
- Ability to contribute to service readiness activities such as installation planning, site preparation coordination, knowledge base content, and training material review.
The base salary range for this full-time position is $120,000 - $140,000 + bonus + equity + benefits. Our salary ranges are determined by work location, job-related skills, experience, and relevant education or training. The ranges displayed on each job posting reflect the minimum and maximum target for new hire salaries but are subject to change if the leveling of the role is adjusted. Your recruiter can share more about the specific salary range during the hiring process.
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