Field Service Manager
Culture Biosciences
About Us:
Culture’s mission is to simplify and accelerate bioprocess development to enable our customers to bring their biopharmaceutical products to market faster.
With a focus on upstream cell culture process development, Culture has developed a unique platform that merges products, services and data management that can be applied to mammalian, microbial and viral vector production processes. This platform enables high-throughput process development projects to be rapidly and seamlessly executed directly by our customers in their own facilities, in our service laboratories, or both, all driven by our cloud-connected web application, accessible from anywhere, for designing, managing and analyzing experiments.
At Culture, we combine our passions for biomanufacturing, engineering, and operations to build new solutions that make bioprocess development faster. We value collaboration for exceptional results, innovate with purpose, and earn our customers’ trust every day.
The Opportunity
What you'll do:
- Provide excellent customer service and build relationships both remotely and on-site with customers and our commercial partners.
- Perform installation, qualification, diagnostics (remote and on-site), routine maintenance, and repairs of equipment installed at customer sites including customer IT requirements.
- Participate in internal and external preparation and planning activities to include tracking installation, qualification, routine maintenance and repair calls, managing inventories and other appropriate reports.
- Coordinate issue resolution with appropriate internal teams including but not limited to R&D, Software, Quality Assurance, and Commercial teams.
- Develop standard operating procedures related to job function.
- Develop, maintain and deliver training materials and programs related to servicing of Culture equipment.
- Generate and/or review and improve technical documents including installation and operating manuals.
- Ensure accurate tracking and completion of quality metrics including: response time, first time fix rate, customer satisfaction, and others.
- Work closely with our engineering team and gather expertise on our hardware, software, and consumables.
- Take ownership for laying the foundations and building Culture’s field service organization.
Basic Qualifications:
- Associate’s degree, military experience, or an equivalent technical education or professional experience in Biomedical, Mechanical or Electrical Engineering, or Automation.
- 5+ years of experience working as a field service engineer or comparable role
- Systems level understanding
- Working knowledge of information technology systems
- Outstanding communication skills and ability to provide excellent customer service
- Knowledge of laboratory equipment and bioprocessing equipment
- Valid driver's license
- Ability to travel internationally
- Ability to lift over 50lbs and be able to stand or walk for extended periods.
Preferred Qualifications:
- 3+ years experience working with bioreactors
- Knowledge of upstream bioprocess development
- Software/firmware troubleshooting experience
- Installation and Commissioning of bioprocessing equipment. Knowledge of IQ/OQ within non-GMP/GMP facilities
- Proficiency in Linux
In return, we will support you by:
- Training on an industry leading bioreactor platform
- Ongoing technical training opportunities
- Mentorship opportunities with industry experts
- Career advancement in a growing organization
Location & Schedule:
- This is an on-site/hybrid position. We’re looking for someone based in the San Francisco Bay Area who is able to work in person at our office in South San Francisco at least 2 days per week.
- Ability to operate on-call, both in and out of normal working hours, with the possibility of 50% overnight travel within North America.
Base Salary Range:
- Culture Biosciences's compensation package includes market competitive salary, equity for all full time roles, and great benefits. Our expected salary range for this role is $121,000-$150,000. We are hiring for multiple levels and backgrounds so final offers may vary within the range provided based on experience, expertise, and other factors.
Benefits:
- Competitive salary and equity compensation
- Medical, Dental, Vision, and Life insurance
- Medical and Dependent Care FSA (prorated based on start-date)
- 401(k) plan with company match
- Responsible Time Off (non-accrual based) policy, 11 paid company holidays and a week-long winter break
- 12 weeks of parental leave at full salary
Culture Biosciences provides equal employment opportunities to all employees and applicants. We seek to build a company that promotes inclusion and expands the diversity of our industry as a whole. We encourage people with identities underrepresented in biotech and technology to apply.
