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 our 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

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.

Attractive compensation package, including a competitive base salary and stock options
30 days of PTO
Flexible working hours
Health Insurance Plan, Vision and Dental
401K with a 5% employer match

Field Service Engineer

Key skills