Engineer II, Field Service

Description

The role is a Field Service Engineer II position, scheduled Monday to Friday.

The work mixes laboratory, office and customer sites, and some tasks need personal protective equipment such as safety glasses, gowns, gloves, lab coats or ear plugs.

You can lift 40 lbs. without help.

Responsibilities

• Install, maintain, troubleshoot and repair analytical and scientific instruments at customer sites.
• Work on advanced next-generation sequencing (NGS) and clinical sequencing instruments and related technologies.
• Diagnose complex electrical, electronic, mechanical and system-level faults, then decide on the correct fix.
• Carry out preventive maintenance, system upgrades, calibrations and other scheduled service work.
• Respond quickly to customer service needs, including requests that come up at short notice.
• Teach customers how to operate and maintain equipment and share good practice.
• Explain technical problems, service work, recommendations and fixes clearly to customers and internal colleagues.
• Record service work accurately and write detailed service reports following set procedures.
• Keep complete service records in the service management systems.
• Read and interpret technical manuals, electrical diagrams, schematics and service procedures.
• Work with technical support, applications, commercial and other internal teams to solve difficult customer problems.
• Plan your service visits and travel to meet customer commitments.
• Build good customer relationships that support satisfaction and retention.
• Follow safety, quality, regulatory and company procedures at all times.
• Keep tools, test equipment, parts and other resources ready for your assigned customers.
• Spot repeated technical issues and report them so products and services can improve.

Requirements

• Either an advanced degree in electronics, engineering, physics, chemistry or a related technical or scientific field, or a bachelor's degree in a related field plus 2+ years of hands-on experience installing, maintaining, troubleshooting or repairing complex analytical or scientific instruments.
• Strong electrical, electronic and mechanical troubleshooting skills.
• Ability to troubleshoot systems and components using technical documentation, schematics, diagnostic tools and set procedures.
• Strong analytical and problem-solving skills, and the ability to work alone on customer sites.
• Excellent customer service skills and a clear commitment to a positive customer experience.
• Strong written and verbal communication skills.
• Ability to explain technical concepts and train customers on equipment.
• Strong organisation, prioritisation and time management skills.
• Ability to juggle several customer needs and adapt when priorities change.
• Experience writing clear, detailed reports on technical service work.
• Proficiency with Microsoft Office and familiarity with service management software.
• Proficiency in English.
• Ability to work well alone and as part of a geographically spread team.
• Clear commitment to safety, quality and compliance.
• Valid driver's licence.
• Ability to move equipment or materials weighing up to 50 pounds.
• Ability to carry out the physical work needed to install, service and maintain scientific instruments.
• Ability to work safely in laboratory, research, clinical, industrial and other customer settings.
• Experience with analytical, life sciences, sequencing, clinical, semiconductor or similarly sophisticated instruments is an advantage.
• Relevant technical certifications are an advantage.
• Additional language skills are an advantage.

Conditions

You will travel approximately 50, 75% within your assigned territory, depending on customer and business needs.

You may need to respond to customer requests at short notice.

The schedule is standard, Monday to Friday.

The role includes work in offices, laboratories and customer environments.

The company is an equal-opportunity employer.