About the Role
This position is responsible for delivering technical service and support to customers using scientific instrumentation. The engineer will diagnose and resolve hardware and software issues, perform on-site installations, and provide training to users. The role requires strong problem-solving abilities, clear communication, and coordination with R&D and customer-facing teams to ensure reliable system performance.
Responsibilities
- Diagnose and resolve technical issues with analytical instruments
- Perform on-site and remote troubleshooting for customer systems
- Conduct instrument installations and commissioning at customer locations
- Deliver user training sessions on system operation and maintenance
- Document service activities and technical resolutions
- Collaborate with engineering teams to escalate design-related issues
- Maintain accurate records of support cases and resolutions
- Respond to customer inquiries within defined service level agreements
- Support product development through feedback from field operations
- Ensure compliance with safety and quality standards during service calls
- Coordinate logistics for service visits and equipment shipments
- Assist in validating software updates in customer environments
- Monitor system performance and recommend preventive actions
- Work with suppliers to source replacement components
- Provide post-installation follow-up to confirm system stability
- Troubleshoot network and connectivity issues affecting instrument operation
- Assist in preparing technical documentation for end users
- Participate in on-call rotation for urgent support cases
- Track spare parts inventory and manage replacements
- Report field data to inform product improvement initiatives
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid working model with field visits
Team
Collaborative team focused on customer success and technical excellence
What We Offer
- Opportunities for professional growth in a technology-driven environment
- Exposure to cutting-edge scientific instrumentation
- Supportive team culture with emphasis on knowledge sharing
- Training programs to expand technical and customer service skills
- Flexible working arrangements to support work-life balance
Travel Requirements
- Regular travel to customer sites across regions
- Approximately 30-50% of time spent on-site with customers
- Overnight stays may be required depending on location
Available for qualified candidates
