Product Support Engineer lll

Our Mission is to Map the Universe of Biology. 

Improving the human condition is what fuels our passion for finding new ways of enabling scientific exploration. As a company, we strive to create end-to-end solutions that are simpler, easier, faster and more relevant to today’s life science challenges. 

As the pioneer in the field of spatial biology, NanoString enables scientists across the globe to envision molecular interactions in three dimensions with three different systems, the nCounter® Analysis System, the GeoMx® Digital Spatial Profiler (DSP) and the CosMx™ Spatial Molecular Imager (SMI) platform. As a result, scientists can see the multiomic expression of genes and proteins in the natural context of tissue structure. 

Since our founding in 2003, we have earned a reputation as a respected, trusted pioneer of innovative technologies that support our customers in their relentless pursuit of answers. Our products are based on a novel digital molecular barcoding technology invented at the Institute for Systems Biology (ISB) in Seattle under the direction of Dr. Leroy Hood.

With our technologies, our customers continue to extend our understanding of biology to answer previously unsolvable questions with consistent, reliable results. 

However, NanoString is much more than innovative products. The secret sauce to the company’s success is our people, who are committed to excellence and dedicated to catalyzing the next biological revolution. Collectively, we live our corporate values of ambition, grit, ingenuity, authenticity, and customers every day…and never stop asking “What if?”

Job Summary:
NanoString is a growing Biotech company with complex support needs for our customers. The Product Support Engineer is a key member of the customer support team at NanoString. They will work closely with the Technical Application Scientists, Instrument Service and R&D teams to diagnose and resolve instrument hardware and software issues for external customers. They will own or orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for customers. They will work closely with R&D both in the diagnosis and resolution of the issue and track instrument performance metrics to inform product development efforts. Using the instrument logs and associated information, they will determine the root cause for all issues and provide support directly to the customer to ensure a successful resolution. Key to the role is the timely and appropriate response to urgent customer concerns, the ability to apply sound judgment to problem solve, and the escalation of issues to management and cross functional peers.

Essential Functions:

• Provide Tier 2 remote support for all instrument hardware and software issues at customer’s sites located globally
• Work directly with internal and external customers to diagnose and resolve instrument issues
• Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex hardware and software instrument issues.
• Create and maintain detailed records of activity in CRM systems and other support databases
• Track instrument issue metrics to support product development efforts
• Work with internal teams to document standard workarounds for common issues
• Create, publish and test support and service documentation to facilitate more generalized instrument support
• Lead day to day activities for the product support engineering team
• Be point of contact for the organization regarding specific customer issues and escalations
• Collect and compile daily, weekly, and monthly metrics for the product support team to report to cross-functional leadership
• Proactively gather data to show device trends, scope and scale of issues in the field
• Lead major investigations
• Drive continuous improvement efforts for the team through proactive monitoring

Qualifications and Requirements (Education, Experience, Specific Skills):

• B.S and or M.S. in Mechanical, Biomedical, Computer or Electrical Engineering
• 4-6 years of experience working for a fast-paced manufacturing environment, ideally in the medical device industry
• 2+ years work experience in a Support Engineering role or similar
• Experience working within an enterprise document control system
• Knowledge of quality control principles, business processes, management systems and common software applications
• Excellent analytical problem-solving skills
• Excellent communication skills, ability to clarify issues and reach consensus with an audience
• Ability to listen and understand customers’ and others’ issues and concerns, both technical and operational
• Ability to set goals for the product support engineering team and achieve scheduled deadlines
• Ability to work independently and collaboratively in cross-functional teams
• Ability to multi-task and take a creative approach to problem solving
• Demonstrated problem solving skills in a complex fast paced environment and in complex situations
• Experience leading and managing multiple stakeholders and projects
• Ability to influence cross-functional teams and projects without direct authority
• Ability to proactively identify, assess, and gather data to escalate to proper stakeholders
• Proficient in the use of MS Office

Target Base Salary Range:

$87K-$120K

Base salary is an integral part of NanoString’s total compensation package. Base salary considers an individual’s skills, experience, and competitive market value. The base salary range represent what NanoString pays for a job within a salary grade based on external market data in comparison to similar positions from other companies in our industry. Employees generally enter a salary grade at the lower-to-mid-point in the range.

Other compensation elements include a discretionary annual bonus, incentive compensation for sales roles, Restricted Stock Unit (RSU) grants for all new hires, comprehensive benefit plans and paid time off, including designated holidays.

NanoString is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. NanoString does not accept unsolicited agency resumes and will not pay fees to any third-party agency or company that it does not have a signed agreement with.

COVID-19 VACCINATION REQUIREMENT: NanoString has a COVID-19 vaccination policy that applies to ALL U.S. employees (regardless of work location), onsite contractors and visitors except as prohibited by applicable law. As a condition of employment, newly hired employees are required to provide proof of full vaccination within 31 days of their hiring date or have applied for an exemption for which an accommodation can be made. Being fully vaccinated means that an individual is at least two weeks past their final (or only) dose of an authorized COVID-19 vaccine regimen. Exemptions will be considered for medical conditions/disabilities and sincerely held religious beliefs, observations, or practices. For any visitor coming onsite to one of NanoString’s facilities, we must verify that the visitor is fully vaccinated against COVID-19 prior to site entry and visitors must don a face mask at all times when onsite in a NanoString facility.

Accommodations
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