Field Service Engineer – EMEA

This is a fully remote position, open to applicants in Italy.

📋 Description

• Delivering onsite installation, qualification, upgrades, repairs, and preventative maintenance services on next-generation sequencers.

• Diagnosing root causes and addressing product issues in the field.

• Partnering with internal teams to resolve customer concerns and enhance processes.

• Engaging with customers to promote and assist with service contract sales and additional service offerings.

• Evaluating maintenance and service requirements and executing a strategic plan for instrument servicing.

• Exhibiting professionalism, empathy, tact, and technical expertise in all customer interactions.

• Adhering to and implementing policies related to the management of spare parts: ordering, usage, returns, physical inventory, and car stock management, among others.

• Employing service CRM software to document work accurately and promptly.

• Frequent travel within the EMEA region is required.

⛳️ Requirements

• A Bachelor’s Degree or MS with 1+ years of relevant experience in Field Service, engineering, physics, biology, chemistry, or a related field (or a comparable combination of education and industry experience).

• Preferred experience with NGS sequencing instruments and the setup of sequencing runs.

• Capability to troubleshoot issues with complex laboratory equipment that involves chemistry, software, and hardware.

• Experience with multiple complete product life cycle launches is preferred.

• Proficiency in data collection and analysis tools (e.g., MATLAB, Python, C++, or Java) is preferred.

• Experience with fluorescence microscopy is beneficial.

• Exceptional verbal and written communication skills, including technical writing proficiency.

• Flexibility in working hours is necessary as this role may require customer support outside of regular business hours.

• Proven account management skills are preferred.

• Basic knowledge of Linux is a plus.

• Fluency in English (verbal and written) and fluency in Italian (verbal and written) is essential.

🏝️ Benefits

• Stock options.

• Sales commission.