Field Service Technician/ Engineer (m/f/d)

Department: GSS

Employment Type: Permanent employee

Schedule: Full-time

Seniority: Experienced

Location: SCIENION US Inc. Phoenix, US

Join the team as a Field Service Technician/ Engineer, where you will have the exciting opportunity to work with cutting-edge SCIENION and Cellenion technology for various applications, including microarrays, biosensors, microneedling, and single-cell dispensing, amongst other innovative applications.

• Develop expert-level knowledge of SCIENION’s technology, including instrumentation, software, and basic applications.
• Perform on-site installations, repairs, preventative maintenance, and upgrades at customer locations throughout North America.
• Perform Site Acceptance Tests (SAT), Installation Qualification, and Root Cause analysis. Ensure that the repairs and helpdesk ticket data are accurate and up to date daily.
• Provide on-site and remote troubleshooting and technical guidance for customer service issues and inquiries.
• Within one year, grow into a knowledgeable resource for providing practical basic training to customers on the sciFLEXARRAYERS.
• Complete all reports and customer information effectively and consistently as deemed necessary by SCIENION.
• Document customer issues, investigate underlying causes, and work with colleagues to resolve and escalate customer issues or complaints.
• Maintain a minimal spare parts inventory according to company guidelines and return specific spare parts as designated by policy.
• Complete and submit a monthly expense report according to company policies.
• Interacts and manages any customer activity professionally, pleasantly, and calmly.
• Maintains company-issued tools, company property, and spare parts.
• Reporting sustaining issues to Product Management and R&D
• Travel within the territory as needed. Overnight travel is approximately 50% as required.

• Experience with automated liquid handling systems, multiplex assays, and basic electromechanical, electronic, and optical systems.
• Experienced in utilizing various hand tools, such as a multimeter/ oscilloscope, wrenches, screwdrivers, and a soldering iron, and the ability to use them to solve problems correctly.
• Willingness to learn, grow, and the drive to perform quality work.
• Demonstrates pride and ownership in all work, backed by a proven track record of reliability, professionalism, and a strong work ethic.
• Requires tactful, empathetic, and responsive communication with customers.
• Strong leadership and team-building skills with the ability to work independently and as a multi-functional team member.
• Effective written and verbal communication skills, PC skills (Windows/ Labview), customer ticket management (HelpDesk), and organizational abilities.
• Capable of interacting with a diverse population of internal and external contacts.
• Ability to firmly adhere to and support safety, environmental, and quality policies, protocols, and procedures.
• Professionally represents SCIENION.

• A position based at our SCIENION US, Inc. headquarters in Tempe, AZ

• Exciting opportunities for travel – approximately 50–70% to customer sites, plus occasional domestic and international trips to our corporate headquarters

• A diverse working environment combining both laboratory/cleanroom settings and professional office spaces

• A full-time role within a growing, innovative company