{"id":1625733,"url":"https://alion.io/job/maxcyte-senior-field-support-engineer-fsedepot-services-manager","title":"Senior Field Support Engineer (FSE)/Depot Services Manager","company":{"id":2127750,"name":"MaxCyte","domain":"maxcyte.com","url":"https://alion.io/company/maxcyte","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rockville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":112000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":3331},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-10T15:40:29Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-21T22:49:10Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"Description\nThe Senior Field Support Engineer (FSE)/Depot Services Manager provides technical support to customers of MaxCyte instruments and supports the day-to-day operations of MaxCyte’s Depot Services. The FSE/Depot Service Manager will work closely with Field Applications Scientists, Business Development Managers, Quality, Technical Support and Engineering teams to ensure an unrivalled customer experience. While this individual will spend time in the field, the position is located at MaxCyte’s headquarters to best support our in-house repair operations. Works under general direction.\nJob Responsibilities:\nField Service\nProvides technical support for MaxCyte product lines and services by responding to customer technical inquiries; inquiries may be received via telephone, email, and/or web chat, or routed through our Technical Support (TAS) team \nConducts installations and training at customer sites \nPerforms instrument calibrations, upgrades, and repairs \nTroubleshoots and documents customer issues with recommended solutions \nAccurately records pertinent information from customer interactions and follows up to ensure the highest level of customer satisfaction \nCoordinates maintenance tasks throughout the region involving FSEs, FAS, and Business Development Managers \nProvides guidance to other FSEs and FAS, and identifies and executes process improvements to field support activities. \nMakes recommendations to the internal teams for future software and hardware design improvements \nConducts software usability testing \nPresents technical updates to colleagues and participates in team meetings \nPacks and ships instruments for return to MaxCyte’s headquarters for service or upgrades from customer sites \nWorks collaboratively across the business to build partnerships with colleagues \nComplies with all aspects of MaxCyte’s Quality System by following standard operating procedures and submitting required documentation \nComplies with all applicable policies regarding health, safety, and the environment \nDepot Service Support\nSupport the development and day-to-day operation of MaxCyte’s Depot Service model. \nHelp implement and manage intake/triage procedures, RMA workflows, repair tracking, release documentation, and customer communications. \nTrack key depot KPIs such as turnaround time, backlog, repeat repair rate, and repair quality. \nPartner with Operations and Supply Chain to support logistics, spare parts planning, replenishment, and service readiness. \nEscalation Support & Technical Execution\nSupport complex service issues and escalations in partnership with FSEs, Engineering, Product Development, and Quality. \nHelp ensure customer issues receive timely follow-up, clear communication, and proper closure. \nIdentify recurring issues and assist in driving corrective actions, process improvements, and documentation updates. \nTrain TAS on instrument processes as needed to be able for them to support frontline customer support \nCross-Functional Collaboration & Service Readiness\nWork closely with Service, Engineering, Product Development, Field Applications, Sales, Quality, IT, Operations, and Supply Chain to support strong service execution. \nHelp maintain clear escalation paths, handoffs, and communication channels across teams. \nSupport Voice of Customer feedback loops by capturing field and customer insights and sharing them with internal stakeholders. \nPartner with Product Development and other functions to support service readiness for new product launches, including training, documentation, and support model preparation. \nRequirements\n BS in biomedical engineering or related field, and at least 8+ years of experience in service operations, technical support, field service, or customer-facing operations in life sciences tools, diagnostics, capital equipment, or a similar environment. \nDemonstrated troubleshooting skills \nBasic understanding of Local Area Networks (LAN) and how they are configured \nStrong written, verbal, and interpersonal skills; ability to communicate effectively with customers and internal teams \nAble to work cross-functionally and build strong working relationships across technical and commercial teams. \nProactive; works under minimal supervision \nHands on experience with multimeters, wrenches, screwdrivers, torque wrenches, scales, drills, cutting tools, etc. \nMust be able to lift 35 pounds \nAbility to travel ~ 50% (domestic and international) \nMaxCyte also offers a competitive base salary, comprehensive benefits package including health, dental, vision, life, and disability insurance and generous time off.\nMaxCyte is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.","description_format":"text","description_chars":4937,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Health Care","Cell & Gene Therapy"],"lifecycle":[{"event":"open","at":"2026-10-01T20:58:19Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1 · green card filings: 1","filings_12m":1,"filings_prev_12m":3,"green_card_filings_12m":1,"median_offered_wage_usd":125000,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.708,"p_room":0.55,"age_days":41,"expected_fill_days":36,"reasons":["conf:7","win:tail"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/maxcyte-senior-field-support-engineer-fsedepot-services-manager","json_url":"https://alion.io/job/maxcyte-senior-field-support-engineer-fsedepot-services-manager.json","meta":{"generated_at":"2026-10-22T06:23:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1274,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2127750},"rest":"https://alion.io/mcp/rest/get_company?id=2127750"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmaxcyte-senior-field-support-engineer-fsedepot-services-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmaxcyte-senior-field-support-engineer-fsedepot-services-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmaxcyte-senior-field-support-engineer-fsedepot-services-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/maxcyte-senior-field-support-engineer-fsedepot-services-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmaxcyte-senior-field-support-engineer-fsedepot-services-manager"}]}