As Field Service & Technical Support Engineer you are responsible for installation and service of LUMICKS complex equipment at customer sites. In this role, you communicate directly with the customer and you represent the company to the customer. LUMICKS is a fast growing and fast learning organization. We continuously incorporate the learnings and experience from the field installations and service actions into our product design. You contribute to the development process by giving input to improve ease of installation and product robustness for the next generation of products. The role will involve travel to customer sites around the world.
Conduct on-site installation of complex equipment and perform on-site system acceptance tests.
Act as first line of support in the APR region. You respond to calls and messages of customers with a technical problem in an accurate and timely manner. Forward the non-technical or experimental questions to the appropriate teams.
Develop strong internal communication to escalate unresolved/complex issues to appropriate internal departments.
Provide input to improve ease of installation and serviceability in close collaboration with Lumicks design engineers.
Provide remote and on-site troubleshooting and repair support for customers and other field service personnel. Coordinate on-site repair visits between the commercial, field service and warehouse teams.
Cultivate and develop positive working relationships with customers, system users and colleagues.
Travel (scheduled for installation and on short notice for service calls) to resolve problems at customer sites, 50 – 70%. Both in the APR region and globally.
Provide feedback to product quality teams.
Provide input for various reports including identifying and isolating unique problems with system.
Act as a subject expert for installation and service and resource for training.
What about my skills & competencies?
Bachelor or Master degree or equivalent in science/engineering.
Experience with optical systems.
Experience with installing, troubleshooting, repairing and calibrating complex laboratory tools such as advanced microscopes.
Experience with customer support or technical customer service in China.
Excellent interpersonal communication skills.
Good command of Chinese and English language. Written and verbal ability to provide step-by-step technical support.
A high level of autonomy, ownership and flexibility, as you are the only service personnel based in the region.
Salesforce and/or JIRA familiarity optional.
LUMICKS has come to market as the supplier of instruments for dynamic single-molecule and cell avidity research – a rapidly evolving niche in the fundamental biology research field. Our high-performance instruments allow for the investigation into the fundamental cause of disease and potential for drug optimization. With our tools researchers can visualize and quantify the interactions between proteins and DNA in real-time, and perform high-throughput screening of molecular and cell-cell interactions using sound waves.
We offer the chance to be part of an important mission: To improve human health by unlocking dynamic single-molecule and cell avidity analysis. With an ever-increasing adoption of our technologies by leading institutes and biotech’s from all over the world, including UC Berkeley, Max-Planck, Rockefeller University and Takeda Pharmaceuticals, LUMICKS is now expanding its team.
Autonomy, ownership & responsibility
Be the leader of your own projects, and own them like no other. Whether you’re developing software or business, you are responsible for your work and the direction it goes.
With new positions opening up weekly and the company still growing exponentially, there are lots of opportunities to broaden your skill set.
Flat organization & open culture
At LUMICKS engagement is key. We try to align everyone on our dreams and strategies to unlock single-molecule and single-cell research.
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