Job Responsibilities: Field Service Provides 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 Conducts installations and training at customer sites Performs instrument calibrations, upgrades, and repairs Troubleshoots and documents customer issues with recommended solutions Accurately records pertinent information from customer interactions and follows up to ensure the highest level of customer satisfaction Coordinates maintenance tasks throughout the region involving FSEs, FAS, and Business Development Managers Provides guidance to other FSEs and FAS, and identifies and executes process improvements to field support activities. Train TAS on instrument processes as needed to be able for them to support frontline customer support Cross-Functional Collaboration & Service Readiness Work closely with Service, Engineering, Product Development, Field Applications, Sales, Quality, IT, Operations, and Supply Chain to support strong service execution.