Senior Product Support Engineer

Organization: 
Sequenom
Job Location: 
San Diego, CA
Salary: 
Base, bonus and equity
Benefits: 

Full benefit package

Job Description: 

Sequenom is seeking a qualified Product Support Engineer. This position is based in our San Diego, CA headquarters and reports to the Director, Global Customer Support. The position is responsible for development and delivery of support for Sequenom Bioscience products and is the key interface between Field Service Engineers, Applications and Technology Scientists, and customer Service Representatives supporting customers in the field and internal departments; including manufacturing, engineering, software development and quality assurance. The successful candidate will specialize in MassARRAY Systems and be responsible for all aspects of product serviceability and technical product documentation throughout product lifecycle.

Essential Duties and Responsibilities:

•Prioritize, evaluate, and respond to incoming support requests from customers and worldwide customer support organization
•Resolve escalated service issues through coordination of internal support resources and subject matter experts
•Represent the voice of the customer in product design, product support strategy, and product documentation through routine and regular interfacing with R&D, Software Development, Sales and Marketing, Engineering, Manufacturing, Materials, and Quality Assurance departments and through communication of scientific features and benefits of design solutions
•Perform obsolescence avoidance activities for non-current hardware and software products; such as spare parts sourcing, research and documentation of technical procedures, repair/refurbishment technique evaluation, and bench testing
•Troubleshoot and develop engineering solutions to enhance performance and improve reliability of Sequenom proprietary hardware and software products
•Build and maintain knowledge and solutions databases
•Develop and deliver on-site and off-site technical training courses for Field Service Engineers and authorized distributor’s personnel
•Evaluate and recommend hardware, software, and support product concepts to Management and Marketing product managers
•Write testing plans and protocols, and complete system-level testing of hardware, firmware and software products
•Author technical bulletins and engineering/application notes, service manuals, release notes and troubleshooting guides
•Team member of materials review board and complaint review board

Requirements: 

•Bachelor’s degree or equivalent in engineering, life science, electronics, biotechnology, or related field required
•Advanced degrees or relevant specialty certification desirable
•Requires 4+ years of field service, customer support, technical support or similar customer facing experience
•Minimum of 2+ years industry experience required
•Excellent written and verbal communication skills with above average customer facing and customer service interpersonal skills and a drive to increase customer satisfaction
•Effective and appropriate analytical, critical thinking and troubleshooting of technical and customer issues in time sensitive situations
•Ability to perform in teams
•Computer proficiency in MS office applications, and basic knowledge of Windows OS maintenance
•Ability to read and understand technical engineering documentation
•Proficiency in:
oOracle PL/SQL and programming, networking, and Microsoft OS
oOptics, vacuum, high voltage and micro-fluidics
oAutoCAD, Solidworks technical drawing, Adobe technical writing as well as DOORs software is desirable
oElectronic diagnostic equipment including DVM and oscilloscope
oCRM database systems is desirable
•Mass Spectrometry and robotics experience is a plus
•Highly motivated with demonstrated time management skills
•Ability to multitask and analyze and solve problems of diverse scope

•5-10% domestic and international overnight travel

Contact Information: 

apply online at www.sequenom.com/careers

or email resumes to cbarr@sequenom.com

About Our Organization: 

As a life sciences company, Sequenom (NASDAQ: SQNM) has a guiding vision: To improve healthcare by providing revolutionary genomic and genetic analysis solutions for the clinical research and molecular diagnostic markets.

What makes this vision a reality? Our deep commitment to "Quality of Science." For us, only the highest quality is acceptable. Sequenom team members thrive in a "science first" environment where ideas and innovation are part of daily life. This is your opportunity to work on cutting-edge science that is revolutionizing patient care.

Our innovation-driven culture means life at Sequenom is fast-paced, dynamic, and fun with rewarding benefits and performance rewards. With a clear vision for the future, all employees have the opportunity to make a difference and are encouraged to share new ideas. We foster a collaborative work environment and encourage curiosity at all levels. Our corporate headquarters is located in the heart of San Diego’s life sciences community, less than a mile from the beach.