Field Service Engineer, EMEA (UK / Germany)

Spun out of Stanford and MIT, Stellaromics is an innovative biotech startup founded in 2022 and located in Boston, MA. Our pioneering proprietary technology helps researchers and clinicians create comprehensive cellular maps enhancing our understanding of various diseases, with our flagship product STARmap and upcoming Pyxa™ suite of products.

Location and Eligibility
This role is open to both UK (London/Cambridge/Oxford) and Germany (Frankfurt/Berlin/Munich).

Role Description
The Field Service Engineer is a key member of a collaborative team, providing technical support to both customers and internal teams while helping drive the development of our first‑generation instrument. This field‑based, customer‑facing role offers a unique blend of hands‑on support and direct involvement in R&D efforts. In close partnership with the R&D team, this engineer contributes to the design and improvement of the instrument’s fluidics and microscopy components. The role also plays a vital part in ensuring customer satisfaction through responsive field service, technical investigations, and ongoing enhancements to our in‑situ sequencing platform, which enables sub‑cellular resolution 3D imaging. This position offers the opportunity to join a fast‑growing company in the emerging field of spatial biology, with strong potential for impact and career growth.

Key Responsibilities

• Troubleshoot, diagnose, and resolve complex instrument issues, minimizing downtime and improving overall system reliability.
• Contribute to field service‑related processes and procedures to quickly troubleshoot, repair, and maintain instruments with good documentation practices.
• Maintain accurate records of field service activities, customer communication, and equipment maintenance to support expected targets.
• Proactively identify opportunities for service contract renewals, instrument sales or upgrades and communicate them to the appropriate Area Sales Manager.
• Maintain regular communication with customers and internal partners ensuring resolution of support tickets and field dispatches that ultimately lead to high levels of customer satisfaction and instrument reliability.
• Work with R&D to test new hardware and software designs that lead to improvements in reliability and performance.
• Provide quality feedback and design suggestions for ongoing product improvement.
• Perform installations, calibrations, maintenance and repairs for instruments at customer sites and internal locations of high quality and in a timely manner.
• Manage service calls and associated travel for the west coast territory efficiently and effectively.
• Stay current on advancements in service and support of instrumentation to identify opportunities for innovation and improvement.

Qualifications

• B.S. in engineering, science or related fields.
• 5+ years supporting capital equipment in the research or clinical fields.
• Experience in the alignment and troubleshooting of microscopes, automated fluidics, robotics or related scientific instruments.
• Comfortable working with individuals at varying skill levels and backgrounds adapting communication style and content as needed.
• Excellent organizational skills with the ability to work independently, prioritize and multi‑task to execute effectively and meet deadlines.
• Strong Windows operating system and Microsoft Office knowledge.
• Strong electro‑mechanical skills.
• Flourishes in a highly dynamic and small company environment.
• Must be comfortable speaking to a group in a training setting.
• Experience in HubSpot CRM and TeamViewer preferred.
• Travel expected up to 80% of the time.
• Ability to travel to Canada and Europe.

Benefits and Opportunities

• Innovative Technology: Be part of a company at the cutting edge of spatial biology and genomics, revolutionizing the way researchers understand biology.
• Impactful Role: You will have a significant impact on the department and the future of the company.
• Collaborative Environment: Work with a talented, passionate team in a culture that values creativity, innovation, and teamwork.
• Career Growth: As a high‑growth company, we offer significant opportunities for professional development and career advancement.

Compensation
An attractive compensation and benefits package based on market pay data will be commensurate with candidate skills, qualifications, and experience. Stellaromics is an Equal Opportunity Employer striving to build an inclusive and diverse workplace culture.