Key skills
RCommunicationCritical Thinking
About this role
Role Overview
- Lead complex onsite system installation, troubleshooting, diagnosis, repair, and preventative maintenance for customer equipment.
- Perform equipment upgrades and configurations according to company standards in-house with R&D team.
- Provide technical advice to customers on equipment care and maintenance best practices.
- Serve as a key technical contact for customer accounts, ensuring high levels of customer satisfaction through efficient and professional service.
- Ensure thorough documentation of all service procedures, diagnostics, quality issues, parts replacements, and customer interactions.
- Support the Head of Service in developing and implementing robust service processes, including SOPs, KPIs, and service workflows.
- Assist in creating and maintaining comprehensive technical documentation and manuals.
- Conduct customer training sessions on product first-line troubleshooting & maintenance.
- Work closely with R&D and engineering teams to provide feedback from field operations, supporting product development and continuous improvement initiatives.
- Organize and manage spare parts inventory, ensuring availability for timely service delivery.
- Ensure all service activities comply with industry regulations, safety standards, and internal quality protocols.
Requirements
- Degree in Engineering (Electronics/Mechanics preferred)
- Minimum 5 years of experience in field service roles, preferably in MedTech, BioTech, or similarly regulated industries.
- Strong technical knowledge of systems involving electronics, precision mechanics, and industrial automation.
- Experience in developing service processes and providing technical training to diverse audiences.
- Proven ability to troubleshoot complex systems and manage customer relationships effectively.
- Willingness to travel extensively, both domestically and internationally (up to 70%)
- Valid driver’s license
- Excellent problem-solving, critical thinking, and communication skills.
Benefits
- Attractive compensation package, including a competitive base salary and stock options
- 30 vacation days
- Flexible working hours
- Annual health budget (Allianz bKV)
- EGYM Wellpass
- Relocation support