Field Service Engineer (NGS)

Job Description

Are you passionate about advancing genomic innovation and enabling affordable healthcare solutions for all?

Do you thrive in a fast-paced, collaborative environment where customer success and technical excellence go together?

As the Field Service Engineer, you will provide onsite and remote service and support to customers across Canada. You will ensure NGS instruments and automation systems are installed, maintained, and repaired with precision, while building strong customer relationships and contributing to technical excellence across the organization.

WHAT YOU WILL BE DOING

• Troubleshoot, repair, and perform preventive maintenance on NGS (Next Generation Sequencing) instruments and automation machines (liquid handlers).
• Install and/or remove instruments at customer sites according to documented procedures.
• Build and enhance customer relationships by providing exceptional service.
• Document service activities in CRM to track resources and metrics.
• Manage and forecast spare part inventory.
• Provide feedback to managers, R&D, FSE, and product management for continuous improvement.
• Train new members on service activities when needed.
• Follow all safety policies and procedures.
• Perform other duties as assigned.

ABOUT YOU

• Passion for genomics, biotechnology, and customer success.
• Strong interpersonal and problem-solving skills.
• Excellent written and verbal communication abilities.
• Motivated to work independently while also collaborating with a team.
• Effective time management and ability to handle multiple priorities.
• Flexible and willing to travel when customers need support.

WHERE YOU WILL WORK

• Territory: Canada, primarily Greater Toronto Area.
• Travel: 50%+ within assigned region; occasional international travel (China, U.S., other Americas countries) for training or customer support.

WHAT YOU WILL BRING US

• Technical expertise in installing and maintaining complex life science equipment, ideally next generation sequencers and/or automation.
• Strong hands-on skills in optical, motion, and fluidic systems.
• Ability to troubleshoot complex workflows and systems.
• Experience working with diverse stakeholders across sales, service, and product development.
• CRM and Microsoft Office proficiency.

WHAT YOUR EDUCATION LOOKS LIKE

• Bachelor’s degree in engineering/science with 3+ years of experience; OR
• Technical diploma in Biomedical or Electronics Engineering Technology with 5+ years of experience.
• Prior field service and customer support experience highly preferred.

HOW WE WILL REWARD YOU

The base salary range for this position is CAD $80,000–125,000 per year.

This position is eligible for an annual performance-based bonus to recognize your contributions.

Additional rewards include:

• Annual gym membership allowance
• Comprehensive benefits package (through Green Shield) including:
• Medical, Dental, and Vision Coverage
• Paramedical Coverage
• Long-term Disability Insurance
• Travel Coverage
• Complete Genomics contributes to the cost of coverage for eligible employees and dependents.

OUR COMMITMENT

Complete Genomics provides equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity and/or expression, age, disability, veteran or uniformed service status, or any other characteristic protected by applicable law.