Field Service Engineer

Duties and Responsibilities

• Provide on-site and/or in-house servicing, repair and installation of instruments and their components
• Propose solutions to instrument issues and service problems from low to moderate complexity
• Provide technical support to customers via telephone, email, and on-site service for operational or maintenance aspects of instruments to minimize customer downtime
• Develop broad knowledge of STEMCELL instruments including remote diagnostic ability, troubleshooting, and repairs of mechanical, hardware, software-related failures to maintain our instruments
• Support the development and use of service and assembly procedures and train new staff as required, while also assisting with continuous improvement in product design and manufacturing
• Manage your workday and schedule customer visits, assist with spare parts inventory management, work scheduling and budgeting

Knowledge and Qualifications

• A bachelor's degree in Engineering or technical diploma with a minimum of 5+ years of relevant experience, preferably in field service in ISO 13485 or GMP environments
• Minimum of 3 years of mechanical assembly and 4+ years of industrial experience with a broad knowledge of servicing techniques including remote diagnostics, troubleshooting and repairs
• Familiarity with robotics, vision systems, liquid handling, automation, machine controls, and software systems
• Ability to read mechanical and electrical drawings and diagrams
• Strong diagnostic and structured problem-solving skills with a systematic and analytical approach
• Excellent customer facing skills with a track record of maintaining customer satisfaction and instrument performance