Product Support Engineer

US-CA-South San Francisco
Req No.
Technical Support

Job Description

The successful candidate will report into the Global Service Operations Team, based in South San Francisco and will be the Service Engineering lead for Fluidigm instrument product lines. During product development, he or she will apply their field service expertise and aggressively drive serviceability into new products. For commercially released products, the Product Support Engineer will analyze field failure trends and drive sustaining engineering activities. He or she should possess excellent communication and writing skills as this position requires interactions with a multidisciplinary team including R&D, Manufacturing, Quality and Management.


Essential Duties:

  • Define service requirements for new hardware and software products
  • Act as the ‘voice of field service’ and ‘voice of the customer’ during product development
  • Ensure new products are designed for serviceability
  • Collaborate with product development team to define spare parts/sub-assemblies, service tools, and field test specifications
  • Author technical documents such as service manuals, site requirements, pre-installation checklists, installation protocols, PM protocols, IQ/OQ procedures, and other required documentation
  • Ensure field service organization is ready to support new products prior to new product launch
  • Lead service training and knowledge management for products
  • Provide second level support to Field Service Engineers to resolve complex instrument problems
  • Provide corrective and preventive actions on escalated service issues
  • Analyze field failure trends (including MTBF) and report to quality and manufacturing to drive product improvements
  • Review engineering changes and disseminate information into technical bulletins




  • S. or M.S. in Electrical / Electronic Engineering, Mechanical Engineering, or related degree
  • Minimum 8-10 years experience servicing or supporting life science analytical instruments
  • Highly motivated with strong problem solving ability, excellent verbal and written communication skills
  • Willingness to travel domestically and globally at various times
  • Willingness to respond during extended hours occasionally to accommodate different time zones in a global organization
  • Good negotiation and time management skills are a plus
  • Regulatory knowledge is a plus



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