Lead Field Service Engineer (FSE)

Galatek is a fast-growing, deep-tech start-up backed by leading funds in APAC, seeking a Lead Field Service Engineer (FSE) to ensure the reliability and performance of its laboratory automation instruments. This role involves hands-on installation, maintenance, troubleshooting, and repair of complex automation systems, serving as the technical authority for field service execution.

Responsibilities:

• Install, commission, maintain, and repair Galatek laboratory automation instruments at customer sites
• Diagnose and resolve complex mechanical, electrical, fluidic, and software-related issues
• Own instrument reliability, uptime, and service quality across assigned accounts
• Execute preventive maintenance, corrective service actions, upgrades, and retrofits
• Serve as an escalation point for advanced or non-routine service issues
• Document service activities, troubleshooting steps, and root cause analyses clearly and accurately
• Train customers on proper instrument operation, routine maintenance, and service best practices
• Provide structured feedback to Engineering, Manufacturing, and Product teams to improve system robustness and serviceability
• Support service readiness for new product launches and field updates

Requirements:

• Bachelor's degree in engineering, Mechatronics, Electronics, Biomedical Engineering, or a related technical field (or equivalent hands-on experience)
• 5+ years of experience in Field Service Engineering roles supporting laboratory, analytical, or automation instrumentation
• Strong hands-on experience with complex automation systems, including robotics, motion systems, fluidics, sensors, and control software
• Bilingual fluency in English and Mandarin Chinese (required)
• Proven ability to troubleshoot across mechanical, electrical, and software domains
• Comfortable working independently in customer-facing environments
• Willingness to travel 40–60% (customer sites, internal meetings, training)
• Willingness and ability to spend an extended period overseas (minimum 1 month+) in Suzhou, China for initial training
• Must possess or be able to obtain a valid passport and any required visas
• Experience servicing automation platforms from companies such as Hamilton, Beckman Coulter, Tecan, Agilent, or similar
• Experience supporting pharma or biotech customers
• Familiarity with regulated environments (GLP, GxP, clinical, or manufacturing)
• Experience contributing to service process improvement or field escalation workflows