[Hiring] Field Service Engineer III @10x Genomics

Role Description

The FSEIII is an experienced technical professional responsible for managing complex service activities and mentoring junior FSEs. They contribute to district-level strategy, focusing on both technical and customer-facing functions. Acts as a liaison between customers and internal teams, driving satisfaction and operational efficiency. Provides training, develops process improvements, and supports regional management as needed.

What you will be doing

• Primary responsibilities are customer support activities with up to 50% overnight travel.
• Effectively collaborate with district and regional colleagues, cultivating robust relationships, sharing technical and account information, and actively participating in resolution of conflicts.
• Mentor FSE I and II via joint travel, shadowing, and technical consultation.
• May direct select FSEs or groups of FSEs to support workload management in the region.
• Independently address customer issues, escalating complex problems per guidance.
• Manage customer interactions in the territory, including scheduling, communication throughout the onsite engagement including the service resolution(s).
• Serve as customer advocate by sharing insights to improve internal processes and customer experiences.
• Contribute to process innovations and participate in departmental projects.
• Demonstrate technical expertise in troubleshooting low- to mid-complexity issues across the 10X Genomics instrumentation portfolio.
• Guide new hires during onboarding, offering advanced support for administrative tools and systems.
• Support Regional Manager, participating in cross-functional discussions and strategic initiatives and coverage for regional manager outages as requested.

Qualifications

• Proven success as an FSE II or equivalent role with demonstrated ability to work independently.
• Advanced technical troubleshooting skills and a solid technical foundation.
• Experience in training, mentoring or supervising team members.
• Strong understanding of customer relations, escalation and territory management.
• 3–5 years of industry relevant experience supporting life sciences laboratory equipment.
• Comfortable working independently on highly complex issues or in significantly escalated customer situations.

Requirements

• Proficient in 10X Genomics platforms and capable of independently resolving complex issues.
• Skilled at training, mentoring, and supervising FSEs to enhance team success.
• Builds trust and accountability through reliable service and effective communication.
• Proactive in addressing challenges, improving processes, and driving innovation.
• Strong communicator capable of effectively liaising with customers and internal teams.
• Demonstrates leadership and manages responsibilities with minimal oversight.

Benefits

• Base pay range for this full-time position will depend on several factors unique to each candidate, including skills, qualifications, and experience.
• This role is eligible for 10x’s equity grants, comprehensive health and retirement benefit programs, and annual bonus program or sales incentive program.
• Empowered teams to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment.