We are seeking a highly motivated and experienced Senior Field Service Engineer to join our growing team. The ideal candidate will have 3-5 years of hands-on experience servicing and maintaining complex scientific instruments. This role is crucial in ensuring our customers receive exceptional technical support, minimizing downtime, and optimizing the performance of their critical equipment. You will be a key liaison between our customers and the company, building strong relationships and contributing to overall customer satisfaction. Responsibilities: P erform on-site installation, commissioning, preventative maintenance, and repair of a wide range of scientific instruments, including glassware washer, Ultra low freezers, Centrifuges, Biosafety Cabinets, Shakers, Furances, Co2 Incubators, Stability chambers, microscopes, cell counters, etc. Diagnose, troubleshoot, and resolve complex technical issues related to instrument hardware, software, and applications . Provide comprehensive technical support to customers via phone, email, virtual meetings, and on-site visits. Conduct customer training on instrument operation, maintenance, and basic troubleshooting procedures. Manage and maintain accurate service records, including detailed service reports, part consumption, and customer communication in the CRM system. Proactively identify opportunities for service contract sales, upgrades, and other revenue-generating activities . Collaborate effectively with sales, applications, and backoffice teams to ensure seamless customer experience and product improvement. Maintain an accurate inventory of tools, test equipment, and spare parts. Adhere to all company safety protocols, quality standards (e.g., ISO, GMP), and regulatory requirements. Stay updated on product developments, technical bulletins, and service manuals. Assist in mentoring and training junior field service engineers, as needed. Travel extensively within the assigned territory, including overnight stays, as required. Qualifications: Diploma/Bachelor's degree in Electrical Engineering, Electronics Engineering, Biomedical Engineering, Mechatronics, or a related scientific/technical discipline. 3-5 years of direct experience as a Field Service Engineer or similar role, specifically with scientific instruments like glassware washer, Ultra low freezers, Centrifuges, Biosafety Cabinets, Shakers, Furances, Co2 Incubators, Stability chambers etc Proven expertise in troubleshooting, repairing, and maintaining intricate instrument systems. Strong understanding of relevant technical areas, e.g., electronics, Refrigeration, Air velocity, software integration, data analysis. Proficiency in reading and interpreting electrical and mechanical diagrams and schematics. Excellent analytical and problem-solving skills with a keen attention to detail. Exceptional customer service and communication skills, with the ability to build rapport and effectively explain technical information to diverse audiences. Ability to work independently with minimal supervision and manage time effectively to prioritize service requests. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM software. Valid driver's license and a good driving record. Ability to lift and move up to 50 lbs and perform physical tasks such as bending, squatting, stretching, and reaching. Willingness to work flexible hours, including occasional evenings or weekends, and participate in an on-call rotation if required.
