We’re seeking an experienced Field Service Engineer (m/f/d) (US based), who will serve as the lead technical point of contact for providing expert customer service, troubleshooting, repair, maintenance, and emergency response for advanced equipment and systems installed at client sites. This position combines technical expertise with project management skills to deliver an exceptional service experience.

Technical Service & Support:

• Lead complex onsite system installation, troubleshooting, diagnosis, repair, and preventative maintenance for customer equipment.
• Perform equipment upgrades and configurations according to company standards inhouse with our R&D team
• Provide technical advice to customers on equipment care and maintenance best practices.
• Serve as a key technical contact for customer accounts, ensuring high levels of customer satisfaction through efficient and professional service
• Ensure thorough documentation of all service procedures, diagnostics, quality issues, parts replacements, and customer interactions.

Service Process Development & Training:

• Support the Head of Service in developing and implementing robust service processes, including SOPs, KPIs, and service workflows.
• Assist in creating and maintaining comprehensive technical documentation and manuals.
• Conduct customer training sessions on product first-line troubleshooting & maintenance.

Cross-functional Collaboration:

• Work closely with R&D and engineering teams to provide feedback from field operations, supporting product development and continuous improvement initiatives.
• Participate in testing and evaluating new products, features, and solutions, offering practical insights based on customer interactions.

Inventory Management & Quality Assurance:

• Organize and manage spare parts inventory, ensuring availability for timely service delivery.
• Ensure all service activities comply with industry regulations, safety standards, and internal quality protocols.