Location: Remote / Field-Based (Southern Germany)

Employment Type: Permanent / Full-Time

Travel Requirements: 40%–60% (Domestic - Local / Occasional International)

About the Role

The Field Service Engineer (FSE) is the primary technical ambassador responsible for the installation, commissioning, maintenance, troubleshooting, and repair of advanced high-throughput automation platforms, robotics, and laboratory devices at customer sites.

In this hardware-focused position, you will work closely with cross-functional teams—specifically collaborating with Automation Support Engineers (Software & Configuration Specialists)—to ensure full end-to-end product support and customer success.

About the Client

Our client is the leading global laboratory automation company, empowering scientists to create results by connecting instrumentation, software, and data – from anywhere in the world. They achieve unprecedented levels of productivity while continually adapting to dynamic scientific, technological, and organizational structures.

Key Responsibilities

Technical Service & Execution: Troubleshoot, repair, and maintain the full range of company's devices, systems, and integrated automation platforms. Deploy, calibrate, and align robotic systems at customer sites.
Customer Support & Triage: Provide rapid response to technical support inquiries; initiate immediate troubleshooting, diagnostic testing, and triage of customer-reported issues.
Collaboration & Upgrades: Partner with company's Automation Support Engineers and operations teams to execute device updates, system upgrades, and hardware relocations at client facilities.
Training & Onboarding: Instruct customers on routine device operations and deliver foundational Cellario software training.
Client Engagement: Build and nurture strong proactive relationships with clients to drive account satisfaction, support referrals, and ensure overall customer success within your assigned territory.
Documentation & Knowledge Sharing: Complete accurate, timely service call reports and support documentation. Regularly author technical service docs and contribute knowledge base articles detailing troubleshooting procedures.
Mentorship & Excellence: Mentor junior-level FSEs and contribute to continuous improvement initiatives across the company's Customer Service organization.
Inventory & Third-Party Coordination: Accurately manage field service spare parts and local inventory. Coordinate with third-party laboratory instrumentation and robotics manufacturers to resolve Tier-2 and Tier-3 technical escalations.
Professional Development: Complete ongoing internal and external technical/professional training modules to continually expand your engineering and delivery capabilities.

Key Skills & Capabilities

Foundational Competency: Successful completion of all Field Service Engineer training modules, including hands-on courses, practical exercises, and field certifications.
Independent Problem Solving: Proven ability to work independently to diagnose and resolve complex technical issues on hardware products.
Communication: Exceptional written and verbal communication skills, with the ability to convey complex technical concepts to non-technical stakeholders across various organizational levels. Fluency in both English and German required.
Customer Management: Strong interpersonal skills with a professional approach to conflict resolution, customer expectation management, and handling sensitive technical situations.
Self-Management: Highly organized with disciplined time management, scheduling efficiency, and meticulous attention to detail in documentation.
Cross-Functional Collaboration: Proactive mindset in escalating quality or service delivery issues to senior Customer Service leaders and working cross-functionally to achieve timely issue resolution.

Qualifications & Requirements

Education: Qualified to a minimum of HNC level (or Central European equivalent) with a focus on Mechanical or Electrical Engineering. Modern apprenticeship qualifications are highly welcomed.
Experience:
- Level II: Typically 3-5 years of direct field service, installation, or customer-facing technical support experience.
- Preference given to candidates with experience in laboratory/industrial automation, robotics, or scientific instrumentation. In-house automation support engineering background is also eligible.
Technical Proficiencies:
- Knowledge of computer communications and protocols (TCP/IP, RS232).
- Bonus Skills (Not required): HVAC/cooling/environmental systems, control software/firmware, or object-oriented programming experience.
Travel & Mobility:
- Ability to travel weekly to customer sites, including overnight domestic travel (40%–60%) and occasional international travel as required.
- Must possess a valid EU Driver's License.

What We Offer

Competitive Compensation Package: Base salary (60.000-65.000 €/year gross ) commensurate with experience, plus performance bonus opportunities.
Company Perks: Home-based model, full travel expense coverage.
Career Growth: Structured technical path with ongoing professional development, modern robotics exposure, and advanced automation training.
Interested?
Please submit your CV in English, outlining your relevant experience and interest in the role.

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Field Service Engineer (m/w/d)

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