Service Engineer I

Position Overview

We are seeking a motivated and technically skilled Field Service Engineer to support customers with advanced Raman instrumentation. This role is responsible for installation, maintenance, troubleshooting, and customer support while ensuring a high level of service quality and customer satisfaction. This position operates as part of a broader service organization and requires strong collaboration, communication, and accountability. The role is field-based and requires moderate travel (approximately 75%), including regular overnight and multi-day trips to support customer needs.

Key Responsibilities

• Provide onsite and remote technical support for Raman spectroscopy systems to customers, internal teams, and affiliates.
• Install, commission, repair, and perform preventive maintenance on Raman instrumentation, including lasers, optics, and spectrometers.
• Troubleshoot and resolve optical, electrical, mechanical, and software-related issues to restore system performance.
• Use standard hand tools and follow detailed service procedures, schematics, and technical documentation to perform repairs and system adjustments safely and effectively.
• Perform system calibrations and ensure optimal instrument performance and data integrity.
• Accurately document all service activities, including work orders, expense reporting, and service reports, in ServiceMax in a timely manner.
• Manage time effectively to balance service calls, travel requirements, administrative responsibilities, and training.
• Work collaboratively with a broader team of field service engineers, technical support, and back-office staff to ensure consistent service delivery and coverage across regions.
• Communicate proactively with team members and management to align on workload, priorities, and customer expectations.
• Train customers on system operation, maintenance, and Raman application best practices.
• Support product demonstrations, evaluations, and application development activities as needed.
• Partner with Sales, R&D, Product Management, and Quality teams to resolve technical issues and improve customer outcomes.
• Contribute to the continuous improvement of service processes, documentation standards, and knowledge sharing across the team.

Qualifications

• Bachelor’s degree in Engineering, Physics, Chemistry, Materials Science, or a related technical field (or equivalent experience).
• 1–5 years of experience in field service, technical support, or analytical instrumentation.
• Experience with Raman spectroscopy or optical instrumentation strongly preferred.
• Strong troubleshooting skills across hardware, optics, and software systems.
• Hands-on experience using general hand tools and the ability to follow schematics, wiring diagrams, and detailed procedures.
• Working knowledge of PC hardware, including basic repairs, upgrades (RAM, storage, peripherals), and configuration is highly desirable.
• Familiarity with Windows operating systems and the ability to perform basic diagnostics and troubleshooting is a plus.
• Demonstrated ability to effectively manage time in a travel-based, customer-facing role.
• Strong attention to detail and commitment to accurate and timely documentation.
• Proficiency with PC systems and standard business tools (Word, Excel); ServiceMax, SAP, or Salesforce experience is a plus.
• Excellent communication and interpersonal skills, with the ability to work effectively within a distributed team environment.

Additional Requirements

• Willingness and ability to travel approximately 75%, including regular overnight stays and multi-day trips.
• Flexibility to respond to dynamic scheduling and customer-driven travel needs.
• Must be authorized to work in the United States and able to support customer service activities across the U.S. and Canada.
• Eligibility for international travel and a valid passport are required, primarily to support overseas training and development activities, with occasional international service support as needed.
• Ability to work independently in the field while maintaining strong communication and alignment with the broader team.
• Valid driver’s license and ability to travel by air as required.
• Commitment to safety protocols and maintaining a safe working environment.

Compensation Package

HORIBA Instruments offers a competitive compensation package that includes a 401(k) plan with match; employee group dental, vision, life, and disability (short and long-term) paid for by the company; medical insurance, family dental and vision insurance, and supplemental life insurance available with reasonable employee contributions; employee assistance program; paid holidays, vacation, and sick time; flexible spending accounts; and educational reimbursement and commuter benefit programs.