The Field Service Engineer (FSE) is a technical position within the Global Customer Success Team and will service the Southeast corridor, with the majority of customers in the DC metro area. This role provides technical support, diagnostics, and troubleshooting support on emulate systems to Emulate customers – delivered both onsite and remotely. The FSE will bring extensive knowledge of working with microfluidic pressure driven systems, as well as a strong commitment and professional related to supporting customers. The FSE will follow procedures for documenting repairs, calibration, validations of Human Emulation Systems. The ideal candidate will be able to diagnose and independently repair the instruments and has experience in troubleshooting and failure analysis. This role requires up to 80% travel.

Why Emulate?

As an Emulator, you will be part of a team who cares deeply about our mission to power a human-centric approach to biological innovation. Our culture is designed to help you succeed by promoting a collaborative approach to our work, providing opportunities for growth and development, and fostering a diverse and inclusive workplace that is conducive for all to thrive.

Emulate’s Core Values encompass being CURIOUS, RELENTLESS, ACCOUNTABLE, HUMAN, and ONE. Here’s what that would mean for you as the Field Service Engineer – DC Area:

You are CURIOUS and will:

• Identify, analyze, and resolve system issues, along with proper documentation of repairs.
• Demonstrated willingness to find answers that may not be readily available.

You are RELENTLESS and will:

• Install, upgrade, troubleshoot, and service the Human Emulation System (Zoe-CM2 and Zoe-Orb – life sciences research tool) at customer sites.
• Provide remote support via telephone, email, and chat.
• Provide training and demonstrations of the Human Emulation System hardware.
• Travel up to 80%, as needed.

You are ACCOUNTABLE and will:

• Ability to manage and prioritize time and tasks to meet organizational deadlines.
• Demonstrate a sense of urgency and ownership with a can-do attitude.
• Document all work per Standard Operating Procedures using Salesforce and other supporting documents.
• Calibrate and Validate Human Emulation Systems per SOP.
• Adhere to the field safety, 5S, and ISO standards.

You are HUMAN and will:

• Represent Emulate in a professional manner through all customer interactions.

You are ONE and will:

• Collaborate with cross-functional teams to provide input, feedback and guidance to continuously improve our existing products, processes, and the customer experience.

Our ideal candidate will have:

• Engineering degree or 3-5 yrs of relevant experience with pneumatics, electrical systems, and mechanical systems.
• Minimum 3 years’ experience supporting customers.
• Experience with quality documentation, troubleshooting systems, and CRM usage (SFDC or similar).
• Experience in life science industry setting or training experience a plus.
• Excellent communication and presentation skills required.
• Self-motivated, ability to work independently and as part of a multidisciplinary team.
• Strong initiative and dedication to high quality work.
• Strong analytical and problem-solving skills, ability to prioritize work.
• Strong judgment and decision-making skills.
• Ability to develop and maintain deep relationships with thought leaders and internal customers.

Equal Opportunities:

Emulate is an Equal Employment Opportunity Employer that is committed to diversity, equity, and inclusion. We take unbiased action to offer employment and advancement opportunities to all applicants, without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or ability status. Our methods for hiring include ensuring that all available opportunities are fairly promoted — via online globally available channels — in a manner accessible to all potential applicants.

About Emulate, Inc.

Emulate is igniting a new era in human health with industry-leading Organ-on-a-Chip technology. The Human Emulation System provides a window into the inner workings of human biology and disease — offering researchers an innovative technology designed to predict human response with greater precision and detail than conventional cell culture or animal-based experimental testing. Pioneered at the Wyss Institute for Biologically Inspired Engineering at Harvard University and backed by Northpond Ventures, Founders Fund, and Perceptive Advisors, Organ-on-a-Chip technology is already assisting researchers across academia, pharma, and government industries through its predictive power and ability to recreate true-to-life human biology. To learn more, visit emulatebio.com or follow us on LinkedIn and Twitter.