Field Service Engineer

About the Job

At GeneMind, we are advancing global precision medicine and scientific discovery through innovative next-generation sequencing (NGS) technology, breaking barriers to deliver reliable, high-performance genomic solutions to laboratories, hospitals, and research institutions across the world.

Our Field Service Engineers are the frontline technical ambassadors of GeneMind, building trusted customer relationships, ensuring maximum instrument uptime, and turning technical expertise into tangible customer success. Working here means joining a mission-driven, fast-growing team where your hands-on skills directly shape the progress of genomics. Surrounded by cutting-edge technology, collaborative colleagues, and meaningful work, you will grow professionally, solve impactful challenges, and build a rewarding career in one of the most dynamic industries today.

Position Summary

Field Service Engineer

Reporting to the Service Manager, the Field Service Engineer will own end-to-end on-site and remote service delivery for GeneMind’s high-precision sequencing instruments. This is a customer-centric, hands-on technical role encompassing installation, commissioning, preventive maintenance, hardware troubleshooting, repair, and technical training. You will be responsible for sustaining optimal instrument performance, driving high customer satisfaction, and supporting the reliable operation of genomic testing and research workflows—this is not purely a desk-based role, but a dynamic position requiring field execution and technical problem-solving.

Key Measures Of Success

• On-time instrument installation & commissioning with zero critical post-installation defects
• High instrument uptime & fast resolution of hardware-related technical faults
• Strong customer satisfaction scores and long-term customer loyalty
• Effective knowledge transfer to distributor service teams and end-user technicians
• Accurate & compliant service documentation , including maintenance records and repair reports
• Proactive preventive maintenance execution to minimize unplanned downtime

Position Responsibilities

• Prepare comprehensive materials, documentation, and packaging for instrument installation, on-site commissioning, and after-sales maintenance, ensuring full readiness for all service activities.
• Evaluate required supplies, components, and checklists for product demonstrations, coordinate preparation efforts, and follow through to guarantee flawless demo execution.
• Deliver responsive hardware technical support and maintenance services for customers post-sale, conducting both on-site and remote troubleshooting to resolve malfunctions efficiently.
• Design and deliver structured technical training for distributor Field Service Engineers and customer laboratory staff, building their capability to operate and maintain instruments independently.
• Perform routine on-site inspections to assess instrument operating status, proactively identify potential issues, and assist customers in maintaining consistent, reliable instrument performance.
• Maintain detailed, accurate service records, project documents, and technical reports in compliance with company policies and quality management standards.
• Collaborate cross-functionally with sales, application, and R&D teams to share customer feedback, resolve complex technical issues, and improve overall product reliability and customer experience.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position Requirements

• Bachelor’s degree or above in Automation, Electronics, Electrical Engineering, Semiconductor, Mechatronics, or related technical disciplines .
• 3+ years of hands-on hardware maintenance experience in medical devices, precision analytical instruments, or life science equipment.
• Proficiency in instrument assembly, disassembly, circuit troubleshooting, mechanical calibration, and hardware fault resolution for high-precision equipment.
• Excellent verbal communication skills, with the ability to draft clear, compliant project documents, service reports, and technical records independently.
• Strong learning agility and adaptability, with the ability to quickly master complex genomic sequencing instruments and emerging technical knowledge.
• Good oral English proficiency; fluent English skills are highly preferred to support global customers and cross-regional collaboration.
• Willing and able to travel frequently domestically and internationally as required to fulfill service obligations.
• Customer-focused mindset, strong sense of responsibility, attention to detail, and professional work ethic with a commitment to quality service.

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Preferred Experience & Skills

• Prior experience servicing NGS sequencers, PCR instruments, or other laboratory genomic/analytical equipment is strongly preferred.
• Experience delivering technical training, supporting distributor service teams, or managing multi-site service operations.
• Familiarity with medical device quality systems, including ISO13485, GMP, or relevant regulatory compliance standards.
• Advanced hands-on expertise with electrical, mechanical, and optical components of precision laboratory instruments.
• Experience supporting global customers or cross-cultural technical collaboration.
• Proactive problem-solving skills and ability to work independently with minimal supervision in field settings.

Who We Are

GeneMind is a leading global innovator and manufacturer of next-generation sequencing (NGS) systems, powered by independent core intellectual property. We develop and deliver high-performance, reliable sequencing solutions to empower precision medicine, scientific research, and public health initiatives worldwide.

We are deeply committed to fostering an inclusive, supportive workplace that values diversity, professional growth, and collaborative innovation. We prioritize employee development, encourage curiosity, and empower every team member to make a meaningful impact on our mission to advance genomic technology for global health equity.

Equal Opportunity Employer : We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.