Staff Field Service Engineer

About Akoya Biosciences, Inc.  

As The Spatial Biology Company®, Akoya Biosciences’ mission is to bring context to the world of biology and human health through the power of spatial phenotyping. The company offers comprehensive single-cell imaging solutions that allow researchers to phenotype cells with spatial context and visualize how they organize and interact to influence disease progression and response to therapy. Akoya offers a full continuum of spatial phenotyping solutions to serve the diverse needs of researchers across discovery, translational and clinical research: PhenoCode™ Panels and PhenoCycler®, PhenoImager® Fusion, and PhenoImager HT Instruments.  

Job Description Summary  

Akoya Biosciences is seeking an individual to join our customer focused field service team. This role will provide instrument field service support for our ground-breaking technologies in the field of multiplex immunofluorescence. Products include our Phenoptics imaging instruments, PhenoImager HT & Fusion, Vectra 3, and Mantra, as well as our PhenoCycler platform. The ideal individual will provide field service support including installations, customer training, preventative maintenance, troubleshooting, and repair.    

Duties and Responsibilities 

• Apply knowledge of mechanics, electronics, optics, computers, and Akoya products to the installation, preventative maintenance, and repair of Phenoptics and PhenoCycler products and accessories 

• Perform equipment installations and validation including customer training, introducing the customer to basic features and functions of the instrument and software 

• Provide real time and follow up support (technical, operational, logistical) to our customers, both internal and external 

• Evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair 

• Provide training for field service engineers on Phenoptics and PhenoCycler product portfolio. 

• Ability to analyze complex problems and collaborate with cross-functional teams to drive results. 

• Offer technical guidance and support to the service team in their daily operations, ensuring adherence to best practices and the successful resolution of complex issues  

• Prioritize support correspondence to comply with the Technical Support Center’s customer response times 

• Manage, prioritize, and schedule all work to be performed to satisfy internal and external customer demands 

• Log and track all support calls and field service visits in the appropriate database in a timely manner 

• Communicate strategic customer, competitive and sales lead info to the appropriate Sales Account Manager 

• Liaise with Field Application Scientists for timing and scope of post install advanced training and when necessary, build awareness of critical customer and service issues  

• Report potential quality issues via the Akoya corrective action process 

• Provide awareness of critical customer and service issues, with potential recommended solutions to the technical support group 

• Provide advisory services for management on both equipment and customer problems  

• Always delight our customers with prompt and courteous service and support 

• Collaborate and communicate knowledge (e.g., customer insights, trends, market information, etc.) across the business 

• Other duties as assigned  

Qualifications/Skills  

• Requires minimum of an Associate’s degree, with preference for a BS in Physics or Engineering discipline, or the equivalent combination of education, experience and/or training 

• Field experience with a minimum of 10 years directly related to medical, life sciences, or biological research device service and support 

• Ability to operate with minimum supervision and monitoring 

• Experience with microscopy, digital imaging, fluorescence, microfluidics, and motion control systems preferred 

• Excellent organizational and communication skills 

• Strong Windows operating skills knowledge 

• Strong electro-mechanical skills 

• Ability to troubleshoot over the telephone and in the field 

• Flourishes in a highly dynamic and small company environment 

• Must be comfortable speaking to a group in a training setting 

• Experience in MS Office and Sales Force Dot Com (SFDC) 

• Ability to work in a team environment and to meet deadlines is required 

• Travel expected to be 60 – 80% of the time 

The hiring range for this position is $112.000 - $138,000 per year, which may factor in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. Our full-time regular positions also include an annual performance-based bonus (or a sales incentive plan) and long-term incentive units (equity) provided as part of our compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the level and position offered. 

Akoya’s excellent benefits program includes a selection of Medical and Dental plans, and Life, AD&D and Short-Term Disability insurance, Tuition Reimbursement, 401(k) with immediate Company match vesting, Company paid holidays and more! 

Akoya values bringing together individuals with diverse backgrounds. We are proud to be an Equal Opportunity/Affirmative Action Employer. We do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.  

Salary : $112,000 - $138,000