Gator Bio is at the forefront of biolayer interferometry (BLI) technology, delivering real-time, label-free analysis systems to support breakthroughs in biomolecular interactions. The Gator® instrument suite, including models such as the Gator® Pro, Pivot, Prime, and Plus, empower researchers across diverse applications, from antibody discovery to small molecule analysis. By joining Gator Bio, you’ll contribute to meaningful advancements in life sciences and support leading-edge research tools designed for efficiency and reliability.
The Service Support Engineer reports to the Field Service Manager and is instrumental in providing technical support and maintenance for Gator Bio’s BLI instruments. This role involves hands-on diagnostics, troubleshooting, and repair of complex lab equipment. As part of the Customer Success team, the Depot Engineer ensures high standards of performance across Gator Bio’s portfolio, helping to minimize downtime and enhance the user experience for Gator Bio’s research clientele.
Responsibilities
- Instrument Diagnostics and Repair
- Perform diagnostics, troubleshooting, and repairs on Gator Bio’s instruments portfolio.
- Address hardware and software issues to restore peak performance across systems.
- Perform repairs on equipment and instruments used in Manufacturing and R&D.
- Ensure that all equipment and instruments meet operational specifications.
- Conduct preventive maintenance and apply necessary hardware and software upgrades across internal and external units.
- Manage system calibrations and firmware updates to align with industry standards, enhancing reliability across all Gator Bio instruments.
- Assist with managing and maintaining spare part inventory.
- Collaborate with engineering and product development teams to identify and address recurring issues, sharing insights that contribute to future product enhancements.
- Report on field performance for next-generation models, supporting improvements to current instrument portfolio to better meet customer needs.
- Assist with documentation and implement best practices.
- Act as a liaison between customers and the technical team by providing remote troubleshooting and support, ensuring quick resolution of technical issues.
- Maintain detailed service logs and communicate regular updates to the Manager of Customer Success regarding equipment status and repair progress.
- Producing timely and accurate expense reports.
- Managing spare parts inventory (e.g. track parts usage, maintain safety stock, order new parts when necessary).
Routine Maintenance and Upgrades
Collaboration and Continuous Improvement
Customer Support and Reporting
All job duties as assigned.
Requirements
- Bachelor’s degree in Engineering, Biomedical Engineering, or a related technical field, or equivalent hands-on experience with complex lab equipment.
- A minimum of 3 years of experience in technical diagnostics and repair, with expertise in high-throughput or complex lab systems, particularly in life sciences.
- Prior experience in basic wet-lab skills (e.g. pipetting & making buffers) is strongly desired.
- Prior experience with a Quality Management System and Customer Relationship Management platform is strongly desired.
- Strong problem-solving skills and the ability to work independently, with keen attention to technical detail.
- Excellent communication skills to effectively collaborate with the Customer Success team and provide clear updates to customers.
Top Skills
What We Do
Gator Bio is a Silicon Valley biotech company with a mission to help biopharma scientists gain research insights faster. We fused engineering and science expertise to create novel analytical technologies that achieve better performance and more convenient solutions at a fraction of the cost of existing products. This is the biolayer interferometry solution you've been waiting for.
