Under guidance of the Service Manager, the candidate will be responsible for responding to technical calls including periodic maintenance, service calls and support, new installations and troubleshooting at customer sites, as well as, in our office/lab. This includes being in responsible for coordinating and scheduling all technical visits, remote support in collaboration with the whole Scientific team and the Service Manager.
The successful candidate is able to work independently, have a strong and relevant technical troubleshooting background, able to maintain a close professional relationship with customers and to be detail-oriented.
Job responsibilities include, but are not limited to:
Support/Customer contact: Being the customer’s primary support and service contact for all incoming technical requests (Mechanical, Electrical, Pneumatics and Micro fluidics).
On-site work: Work independently while performing installations, Preventative Maintenance, on-site service and troubleshooting.
When not traveling: Work closely with Product orientated teams to assist in developing, testing and validating updated SW and HW, and help to maintain the fleet of in-house instruments and systems.
Asset Management: Provide detailed reports and analysis of visits including suggestive actions and improvements, and make sure that all relevant information is documented and maintained in our support and Asset Management platform.
Forecast, plan and schedule contracted activities: Track and insure that all service is performed within specific contractual SLA.
Profile and Requirements:
Prior field service experience of 2+ years is required. Experience from the life science fields is a plus. BS or MS in Engineering preferred.
Language skills required: German and English, fluent in speech and writing. The applicant should have excellent ability to work independently documented customer experience with strong communication, interpersonal and organizational skills.
The successful applicant must have the ability to work in a multidisciplinary, multicultural and team-oriented environment.
The applicant should have excellent ability to work independently with strong communication, interpersonal and organizational skills.
Ability to travel around the territory 35-75% of the time, with occasional travel outside the area, covering mainly Europe and occasional travel to South East Asia (EU and SEA).
Knowledge of Automated Patch Clamp and liquid handling platforms/robotics are a huge plus.
Salary will be based on experience and qualifications.
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For practical reasons we can only consider applications -preferably in German language- and from people who speak German at least at level B1 / B2.
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