フィールドサービスエンジニア / Field Service Engineer - 日本

10x Genomicsの成功を支える、カスタマーサービスの最前線でのご活躍を期待しています。 職務について フィールドサービス・チームの一員として、割り当てられた案件に責任を持ち、高品質なサービス解決を推進・提供します。契約の優先順位に基づき、顧客先での修理や機器設置に対処するため、適時にオンサイトサポートを提供します。必要なすべてのサービス文書を遅滞なく完成させることを確実にします。サービス実施後、機器の性能に関して顧客へのフォローアップを行います。フィールドチームのメンバー、サービスオペレーションチーム、テクニカルサービス、カスタマーサービスチーム、およびその他のサポート部門と積極的にコミュニケーションを図り情報を共有することで、10x Genomicsの成功に寄与します。 フィールドサービスエンジニアとして、分析用ラボ機器および装置のインストール、修理作業を行います。必要に応じて、テスト機器、ハンドツール、電動工具を効果的かつ安全に使用します。会社の方針、cGMP、ISO、規制当局によって義務付けられた文書化を担当し、ソフトウェアのロードとアップデート、校正、予防保守、および新規機器のプレステージング（事前セットアップ）をサポートします。さらに、パーツ在庫、テスト機器、テストツールの在庫を監視し、機器の一般的な修理に備えて適切な在庫レベルと最新の校正証明書がすぐに利用できる状態にあることを確認します。高度で複雑なサービス業務や機器の構成を実施します。 サービスナレッジベースに積極的に貢献し、ナレッジマネジメントデータベースの活用促進をサポートします。フィールドサービスの効率を向上させる方法を提案し、サービス提供プロセス全体、リモートツール、サポート能力、および顧客満足度を向上させる機会を特定します。 職務内容 現場交換可能ユニット（FRU）レベルでの機器および装置のテスト、トラブルシューティング、修理。 複雑な状況を分析し、問題解決にあたって独立した判断を下す。 分析用ラボ機器の過去の修理履歴を解釈し、複雑な新しい問題を解決・診断する。 機器および装置の組み立てと解体。 販売在庫への移管前に完全な機能を保証するための、機器のプレステージングのサポート。 分析用ラボ機器および装置に関連する、電子、機械、空気圧、プログラマブルロジックコントローラ、液体、ガス、流体、および電気の修理。 分析用ラボ機器の適切な予防保守、校正、およびサービス技術について、フィールドサービスエンジニアに対する現場実習（OJT）の提供。 校正や構成を含む、アップグレード版のリリース活動のサポート。 在庫レベルを監視して部品やサプライ品の十分な手元在庫を確保し、不足している場合は会社の手順に従って発注を行う。 必須要件 。 分析用ラボ機器のサービスおよび修理に関する数年の経験。 自律的に業務を遂行し、複数の優先事項を管理できる実証された能力。 顧客体験の重要な要素およびアフターサービスに関する理解。 優れた対面コミュニケーションスキルおよび対人関係構築スキル。 細部に注意を払い、部門横断的なチーム内で効果的に協力できること。 優れたタイムマネジメントスキル（効果的なスケジューリング、優先順位付け、委譲、および相反する要求を調整し対処する能力）。 日本語および英語の読み書き・会話における基本的な能力。 フィールドベースの職務において成果を出すために必要な、アジア地域内での出張が可能であること）。 歓迎される資格・経験 Microsoft Office（特にExcel、PowerPoint）の習熟。 マイクロフルイディクス（微細流体）システムに関する知識。 光学システムを扱った経験。 Linuxオペレーティングシステムの実務知識。 About the Role As part of the Instrument Services team, you will take ownership of cases assigned, driving & delivering high quality service resolution; provide timely onsite support to address service repair issues at customer sites according to contract prioritization. Ensure the timely completion of all required service documentation. Follow up with customers regarding instrument performance post service intervention. Communicate proactively and share information with field team members, Service Operation team, Technical Service and Customer Service teams, in addition to other support functions to ensure the success of 10x Genomics. As a Field Service Engineer, you will perform assembly, disassembly, and repair work on analytical laboratory instruments and equipment. Effectively and safely utilize test equipment, hand tools and power tools when needed. You’ll be responsible for documentation as required by company policy, cGMP, ISO, Regulatory agencies and support the loading and updating of software, calibrations, preventive maintenance, and Pre-staging of new equipment. Additionally, you will also monitor personal parts stock, test equipment and test tools inventory to ensure proper levels and current calibration certificates are readily available for typical servicing of instruments. Conduct advanced, complex service tasks and instrument configurations. You’ll actively contribute to the Service Knowledge Base and support increased utilization of the knowledge management database. Recommend methods to improve field service efficiency and identify opportunities to improve overall service delivery processes, remote tools, support capabilities, and customer satisfaction. What you will be doing Test, troubleshoot, and repair instruments and equipment to the Field Replaceable Unit (FRU) level Analyze complex situations and apply independent judgment when resolving problems Interpret past repairs on analytical laboratory instruments to resolve and diagnosis new highly complex issues Assemble and disassemble instruments and equipment Support Pre-staging of instruments to ensure full functionality prior to Sales Inventory transfer Perform electronic, mechanical, pneumatic, programmable logic controllers, liquid, gas, fluidics, and electrical repairs associated analytical laboratory instruments and equipment Provide field based on the job training for Field Service Engineers on the proper preventive maintenance, calibration, and service techniques for analytical laboratory instruments Responsible for supporting upgrade release activities including calibration and configuration of analytical laboratory instruments Monitor personal inventory levels to ensure adequate levels of parts and supplies are available on hand, if not place orders for supplies following company procedures Minimum Requirements Bachelor’s degree in Biomedical Engineering / Technology (or equivalent) Multi-year experience with the service and repair of analytical laboratory instruments Demonstrated ability to operate independently and manage multiple priorities Understanding of critical customer experience factors and after sales service Excellent customer facing communication and interpersonal skills Detail oriented and able to effectively collaborate within a cross functional team Excellent time management skills, with a focus on effective scheduling, prioritization, delegation, and the ability to coordinate and address competing demands Japanese and English language skills written and spoken Ability to travel as required within the APAC region to be successful in this field-based role, expected to be at least 65% of the time Preferred Qualifications and/or Experience Proficiency in Microsoft Suite, in particular Excel and PowerPoint Familiarity with microfluidic systems Experience working with optical systems Working knowledge of Linux operating system #LI-DM1 #LI-REMOTE About 10x Genomics At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world. We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience. Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference. Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law. 10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee. Please be aware of recruitment scams impersonating 10x Genomics. All recruiting communication will come from email addresses @10xgenomics.com. We also want to encourage you to apply to 10x Genomics positions directly on our careers site, Careers.10xgenomics.com or from reputable third party sites, such as LinkedIn or Indeed. We will never request payment or sensitive personal information during the recruiting process.