Deepcell’s advanced technologies sit at the crossroads of biomedical engineering, artificial intelligence, and single-cell multiomics. As a fast-growing Series B Stanford spinoff, we’ve built a distinctive platform used in research, diagnostic testing, and therapeutic development. By combining microfluidics, imaging, deep learning, and genomics, we identify, isolate, and analyze live, single cells. Our technology supports a wide range of life-science applications. We’re a small team of driven innovators across biomedical engineering, artificial intelligence, molecular biology, and genomics. Our work has earned multiple prestigious awards and is backed by leading Silicon Valley venture capitalists. Deepcell is an AI-powered platform that analyzes, classifies, and isolates label-free, viable cells using visual features, enabling both fundamental and translational research throughout the life-sciences industry. We are seeking an experienced Field Application Scientist to join our growing Customer Success operations in Europe.

The Senior Field Service Engineer (FSE) role is responsible for delivering customer success across your EMEA territory. In this position, you will interact with customers daily and provide exceptional service, including preventive maintenance, troubleshooting, repairs, and other customer support at customer sites throughout your territory. The Senior FSE also acts as a hardware consultant during pre- and post-sales activities and will collaborate with the broader commercial team to drive sales growth and improve customer satisfaction. Success in this role depends on strong communication, time management, situational awareness, troubleshooting ability, teamwork, and professionalism under pressure. You will build and maintain strong relationships with service and support teams within the territory, as well as with Sales, Marketing, and internal Bio/Science teams. The primary objectives are to ensure rapid product adoption and maximum customer success with Deepcell’s offerings.

Responsibilities
– Support new product development through alpha and beta testing
– Coordinate new installations of commercial and in-development products, including facility assessments and instrument validation
– Identify, document, and escalate customer issues, complaints, or concerns to management
– Build and maintain positive relationships with customers to manage expectations and meet their needs
– Stay calm and effective in stressful situations
– Participate in departmental project teams and help execute project plans collaboratively
– Prioritize tasks to achieve departmental key performance metrics
– Represent the company professionally, ethically, and with integrity at all times
– Perform installations and repairs at customer sites throughout North America
– Opportunity for occasional international travel
– Contribute to designing equipment, tools, and products, and help field-test new systems
– Conduct routine equipment inspections, diagnose faults, and resolve issues with minimal disruption to the customer’s operations
– Represent the company at national, regional, and local trade shows and conferences, including seminars and events
– Provide timely installation and maintenance reports
– Lead accurate use of the company’s Customer Relationship Management (CRM) system and engage with it effectively
– Mentor and train new and junior FSEs on delivering differentiated customer service
– Lead efforts to create and update all Field Service documentation

Requirements
– Clear commitment to providing outstanding customer service
– Strong organizational, analytical, and systematic troubleshooting skills
– Excellent written and verbal communication skills
– Ability to maintain customer-site records in CRM and deliver detailed feedback to management
– Experience with lab or liquid-handling automation involving microfluidics
– Ability to work independently and collaboratively as part of a team
– Capability to thrive in a fast-paced, rapidly changing environment
– BA/BS or equivalent; engineering background and experience with electronics and optics preferred
– 5+ years supporting and/or designing capital equipment in a related field
– Strong scientific knowledge is an advantage
– Must have a valid driver’s license
– Data Science and Artificial Intelligence experience is preferred, but not required
– Ability to travel up to 75%
– Prior customer-facing experience interacting with principal investigator-level scientists, bioinformaticians, and laboratory staff

Deepcell believes everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, or genetic information.

$50,000 — $80,000/year