FIELD SERVICE ENGINEER, APAC

Job Title: Field Service Engineer
Division/Function: D&G
Reports To: Field Service Supervisor
Department: Global Field Service Team
Location: Singapore

Job Purpose
Biosearch Technologies provides products and services for genomic analysis that support mission critical applications for global customers in agrigenomics and human healthcare. The portfolio offers integrated tools and technologies to accelerate sample preparation, amplification, cloning and expression, next generation sequencing (NGS), custom oligonucleotide synthesis, nucleic acid chemistry reagents, and oligo therapeutics. Biosearch Technologies is currently recruiting for a Field Service Engineer II to join us in providing front-line technical support to our repertoire of genomics platform and consumables as described above. With a focus on always putting customers first, our Field Service Engineer is expected to work closely with our regional customer base to ensure maximum equipment uptime, software optimal utilization, training, and troubleshooting functions. The Field Service Engineer is expected to be a role model and poised to mentor and develop junior service engineers on day-to-day activities, coaching sessions, and able to report and assign tasks to juniors and self and provide reports back to global service leads.

Key Responsibilities

1. Build strong service support rapport with regional key account customers in APAC.
2. Site Preparation; instrument Installations; training; troubleshooting, preventative maintenance as core tasks.
3. Facilitating service contract proposals and tracking as required.
4. Function as an integral part of a wider global support team to offer “In Time zone 24/7” emergency service support call and troubleshooting assistance as assigned with urgent breakdown calls with overnight travel either regionally or globally.
5. Train and support customers in the application of “SFDC sales force” CRM platform as a service case tool to record and track service cases.
6. Support the generation of training aids and technical documentation as required.
7. Provide timely and concise Pre/Post trip reports and SFDC updates to maintain proper customer CRM records.
8. Work closely with the commercial and customer service team to ensure prompt and responsive customer support in building strong customer allegiance for the LGC, D&G branding.
9. After normal office hours on-call support assignments (global support rotation) as part of a global technical support framework.
10. Involved in engineering projects, product management requests for technical feedback/support.
11. Responsible for instrument commissioning, training, testing, and repair of equipment, and preventative maintenance.
12. Expected to mentor junior field service engineers in problem resolution.
13. Seek continuous improvement processes to optimize technical support to our customers in the region.
14. Effectively communicate instrument status, issues, and customer complaints and needs to appropriate managers and internal resources.
15. Proactively take ownership and follow-through with generated issues or complaints reported from themselves, as assigned, or from junior service engineers.
16. Respond with flexibility and collaboration to the needs of the business – both internally and externally – by addressing important corporate initiatives when requested by management.
17. Handle clients and distributors professionally during all interface and maintain a positive company image.
18. Motivation to learn and constantly improve processes and tools.
19. Adhere to company safety standards and promote a safety culture throughout the company.
20. Any other ad-hoc projects and duties as required by management.

Education, Experience and Technical Skills

1. Bachelor’s Degree or Diploma in mechanical/electrical engineering, analytical or life science background.
2. A minimum of 3 years’ experience in supporting analytical or life science instrumentation as a service engineer.
3. Trained on supporting or servicing PCR and/or Liquid handling automation from leading suppliers of Tecan, Beckman Coulter, Thermo Fisher Scientific; Hamilton or Eppendorf will be an added advantage although not a must-have experience. Instrument service training will be provided.
4. 50-60% travel expected in APAC and occasionally to USA and EMEA for training.