Job Title: Customer Success Manager
Contact: nadia.shakir@fluidic.com
Location: On-site
Reporting To:
Who we are
Customer Success Manager
Fluidic Sciences is a small and growing Cambridge-area based company dedicated to providing novel biotech instrumentation platforms for antibody discovery, cell line development and protein characterization. Our proprietary microfluidic systems and the Cyto-Mine® multiplexing platform deliver rapid, high-fidelity, single-cell screening, isolation, and monoclonality assurance, while the Fluidity One-M platform makes protein interaction analysis easy and robust using accessible instrumentation and transformative in-solution technologies that help scientists quickly and accurately understand how proteins truly interact.

Role Overview
As part of a collaborative technical team, you will support customers by helping to install systems, carry out routine servicing, and resolve technical issues. You will also work closely with service management, R&D, and manufacturing teams to develop your knowledge and ensure reliable system performance and a high level of customer satisfaction.

This role is ideal for someone at the early stages of their engineering career. A degree in engineering, physics, or a related discipline is required, along with a strong willingness to learn and develop. Previous experience in a service, laboratory, or technical support environment is beneficial but not essential, as full training will be provided.

Key Responsibilities
Technical & Service Responsibilities

• Install, commission, and qualify laser and other technical systems at customer sites
• Diagnose and resolve hardware, software, optical, and electro-mechanical faults
• Perform preventative and corrective maintenance, laser alignment, calibration, and system optimisation
• Adherence to defined SOPs and technical standards
• Provide remote and on-site technical support to customers
• Maintain and created detailed service records, reports, and documentation

Customer & Operational Support

• Act as a technical interface with customers during service visits
• Provide training and technical guidance to customer operators and engineers
• Support system upgrades, retrofits, and field modifications
• Ensure compliance with laser safety standards and site-specific regulations

Collaboration & Continuous Improvement

• Support root cause analysis and implementation of corrective actions
• Capture service data to support reliability tracking and produce analysis reports/highlight trends
• Contribute to service procedures, documentation, and best practices

• Degree, or equivalent qualification in Engineering (Mechanical, Electrical, Electronic, Biomedical, or related discipline)
• Strong interest in field service, engineering, and working with complex technical equipment
• Basic understanding of mechanical, electrical, or electronic systems
• Good problem-solving skills with a practical, hands-on approach
• Excellent communication skills and ability to interact professionally with customers
• Willingness to travel regularly and stay overnight as part of a field-based role
• Full UK driving licence (or working towards obtaining one)
• Ability to work independently while also contributing effectively within a team

Desirable (but not essential)

• Previous experience in engineering, field service, or laboratory environments
• Exposure to biotech, life sciences, or laboratory instrumentation
• Basic knowledge of fault-finding, diagnostics, or calibration techniques
• Familiarity with software tools or data systems used in technical environments

If interested, please e-mail your CV to nadia.shakir@fluidic.com.