Research and Service Engineer

Primary Role & Responsibilities:

• Problem solving: Cytovale is a young company with new to the world instrumentation. Be the technical problem solver that helps us get to the bottom of technical issues related to our equipment.
• Performing Scientific Studies: Run instrumentation and collect assay data. Be a part of the scientific development process by running scientific experiments with Cytovale equipment.
• Execute calibration procedures and system checks to configure and evaluate instrumentation.
• Execute test procedures to support the design verification and validation, across hardware and software, of Cytovale's electro-mechanical diagnostic system.
• Write experimental and test protocols.
• Documentation: Authoring field service reports, installation documents, technical bulletins and other documentation as required
• Remote and hands on service and support for internal and external customers: Be the customer facing technical subject matter expert. Provide remote technical support over the phone via the Cytovale Service and Support hotline. Execute on-site activity such as: installations and preventative maintenance, troubleshooting, repairs, field hardware or software upgrades, and qualification procedures to ensure proper operation of instrument systems. Escalate issues as appropriate.
• Customer-first mentality: Address customer feedback promptly, and escalation of issues to quickly identify the path of action to resolution. Provide on demand first level technical support to customers including after-hours phone support, holiday and weekend on-site support as required.
• Communication: Maintain daily communication with internal and external customers and partner to ensure resolution of issues and proper follow-up.
• Voice of the customer: Provide detailed feedback to R&D regarding performance, serviceability, and customer feedback.
• Compliance with company's quality assurance program: You will be maintaining an in vitro medical device and will be required to stay in compliance at all times.
• Meeting requirements: Meeting Health and Human Services, Environmental Health, and Safety and/or all other applicable regulatory requirements, including, but not limited to, HIPPA, OSHA and FDA.
• Other duties: May perform other duties as assigned by manager or supervisor.

• Bachelor's degree in engineering, biological, or life sciences. Candidates with a Bachelors in other relevant fields with relevant laboratory or instrumentation experience may be considered.
• Hands on laboratory experience.
• Attention to detail
• Technical interest to become proficient in assay and instrument troubleshooting/ repair.
• Experienced with repair and troubleshooting of electro-mechanical instrumentation.
• Excellent communicator, detail-oriented, hands-on laboratory skills.
• Fast-learner with a "can-do" attitude and an ability to work independently.
• Proven strong problem-solving skills, and the ability to creatively solve challenges.
• Desire to work in a high velocity startup where collaboration is prized.
• Must be able to lift 50lbs. and the ability to travel long distances on short notice.
• Travel up to 40% of time for short term trips that may involve weekend stays. < 24hours' notice on travel may be experienced occasionally.
• Answer customer technical support calls via the support hotline or email and provide initial phone/ remote troubleshooting. Afterhours and weekend phone support may be required.
• Willing to stay current on all vaccinations to comply with vendor credentialing policies.
• Must have a valid US driver license and good driving record.
• Ability to use personal vehicle as needed for corporate travel needs (mileage and usage will be compensated through the expense reporting system).
• Shifted work schedule flexibility.
• On-call rotation responsibilities for the technical support hotline during nights, holidays, and weekends. To provide phone support and remote troubleshooting as well as dispatch for on-site service needs when warranted.
• Willing to stay current on all vaccinations to comply with vendor credentialing policies.
• Must maintain a valid driver's license and good driving record.
• Must be able to lift 50 lbs.