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NanoString Technologies, Inc. Product Support Engineer-R -100889 in Seattle, Washington

Who We Are:NanoString Technologies ()is a leading provider of life science tools for discovery and translational research. The company's nCounter Analysis System is used in life sciences research and has been cited in more than 3,800 peer-reviewed publications. The nCounter Analysis System offers a cost-effective way to easily profile the expression of hundreds of genes, proteins, miRNAs, or copy number variations, simultaneously with high sensitivity and precision, facilitating a wide variety of basic research and translational medicine applications. The company's GeoMx Digital Spatial Profiler enables highly-multiplexed spatial profiling of RNA and protein targets in a variety of sample types, including FFPE tissue sections. Built on pioneering principles in 2003, NanoString is blazing new trails and exploring new frontiers to adapt to the everchanging landscape and becoming smarter and more innovative in the process. We are dedicated to advancing scientific discovery and providing solutions that can have a meaningful impact in research and discovery.Our purpose is to Map the Universe of Biology. We enable scientists to answer questions they have always wanted to ask to explore the boundaries of cellular structures and create an atlas of biological interactions that define life. We are relentless in our quest to Catalyze the Next Biological Revolution leading to Advancing the Human Condition. In addition to a pioneering spirit, we value: Grit. Authenticity. Ambition. Ingenuity. Customers. Join our team!Job Summary: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 and software issues for external customers. 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. They will work closely with R&D both in the diagnosis and resolution of the issue but also to track instrument performance metrics to inform system development efforts. Key to the role is the timely and appropriate response to urgent matters, the ability to apply sound judgment to problem resolution, and the escalation of issues to the management level and others in the organization when appropriate.Essential Functions: Provide escalation level support for all instrument hardware and software issues.Work directly with internal and external customers to diagnose and resolve instrument issuesDiagnose, 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 support databaseTrack instrument issue metrics to support development effortsCreate, publish and test support and service documentation to facilitate more generalized instrument supportRequirements:B.S in Engineering1-2 years of experience supporting experience and/or experience working with products on the market, ideally in the medical device industryExperience working within an enterprise document control systemKnowledge of quality control principles, business processes, management systems and common software applicationsAn understanding of engineering and physical principles across a variety of relevant areas; (e.g. optics/microscopy, electronics, fluidics/microfluidics, mechanical/mechanism design, motion control, instrument control and automation)Analytical and creative problem solving skillsExcellent communication skills, ability to clarify issues and reach consensus with an audienceAbility to listen and understand customers' and others' issues and concerns, both technical and operationalAbility to set goals for the team and achieve scheduled deadl