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Sysmex Europe SE; Manama; Hybrid; BHD 15,000 - 26,000; Full time

Benefits offered by this job

Hybrid working model

Medical insurance

Job summary

Sysmex Middle East, a subsidiary of Sysmex Europe SE, seeks a Service Engineering Professional to deliver second-level technical support, manage VIP accounts, and coordinate workshops across the Middle East. The role requires strong diagnostic skills, experience with automation analyzers, and travel readiness.

You will install, calibrate, and maintain medical equipment, perform preventive maintenance, and drive service improvements with cross-functional teams while ensuring high customer

Qualifications

• Bachelor's degree in Biomedical/Electrical/Electronics Engineering or equivalent.
• Minimum 4 years of field service for medical laboratory diagnostic equipment.
• Minimum 2 years supporting automation laboratory analyzers.
• Proven experience managing VIP customers.
• Excellent English communication skills.

Responsibilities

• Provide second-level technical support to Field Service Engineers.
• Manage VIP customer accounts and service requirements.
• Conduct technical workshops, product demonstrations, and training for engineers and customers.
• Escalate complex service requests to engineering teams and coordinate ECRs.
• Coordinate retrofit programs and Field Corrective Actions (FCAs).
• Install, repair, calibrate, inspect, and commission medical equipment and analyzers.
• Perform preventive maintenance for reliability and safety.
• Diagnose and resolve system malfunctions using root-cause analysis.
• Manage spare parts inventory and urgent orders to minimize downtime.
• Maximize remote support to improve response times and reduce site visits.
• Maintain records of requirements, issues, and actions.

Skills

Troubleshooting

VIP account management

Workshop coordination

Windows OS

English communication

Education

Bachelor's Degree in Biomedical Engineering

Tools

Automation analyzers

Laboratory IT connectivity

Job description

Sysmex Middle East, established in 2008 and operating from Dubai, UAE, supports healthcare providers across the Middle East with innovative in vitro diagnostic solutions across haematology, haemostasis, urinalysis, immunochemistry and clinical flow cytometry. We combine innovative diagnostic solutions with expert service, technical support and continuous education.

Sysmex Middle East is a subsidiary of Sysmex Europe SE, headquartered in Hamburg, the EMEA headquarters of Sysmex Corporation, Kobe, Japan.

Our collaborative, customer-focused culture empowers our people to grow, thrive and build lasting partnerships, contributing to a better healthcare journey across the region.

Job Description Service Engineering Professional Req ID: 1431

Main Tasks/Responsibilities

• Provide second-level technical support and guidance to Field Service Engineers, ensuring timely resolution of complex technical issues.
• Manage and monitor VIP customer accounts and service requirements, ensuring a high level of customer satisfaction and service continuity.
• Conduct and coordinate technical workshops, product demonstrations, and technical training for Field Service Engineers and customers.
• Escalate complex service requests to relevant technical teams and coordinate follow-up on Engineering Change Requests (ECRs) through to implementation.
• Coordinate and follow up on retrofit programs and Field Corrective Actions (FCAs), ensuring timely and compliant implementation.
• Perform the installation, repair, maintenance, calibration, inspection, and commissioning of medical equipment, analysers, instrumentation, and associated systems.
• Execute preventive maintenance programs to ensure equipment reliability, performance, safety, and compliance with service requirements.
• Diagnose, troubletshoot, and resolve system and equipment malfunctions, applying structured root-cause analysis and corrective actions.
• Manage car stock and emergency service parts, including monitoring inventory levels and coordinating urgent parts orders to minimise equipment downtime.
• Maximise the use of remote technical support and troubleshooting to improve response times and reduce unnecessary customer-site visits.
• Maintain accurate records of customer requirements, technical issues, service activities, and follow-up actions, ensuring timely closure and effective communication.
• Coordinate and follow up on service logistics and commercial documentation, including quotations, purchase orders, invoices, proof of delivery (POD), and related documentation.
• Maintain up-to-date technical knowledge by participating in training programs and continuously developing expertise in the latest technologies, analysers, systems, and service methodologies.
• Collaborate with internal stakeholders, customers, and technical teams to ensure effective service delivery, operational continuity, and resolution of critical customer issues.

Side Tasks

• Provide technical support to distributors and contribute to regional technical projects, ensuring alignment with service standards and business requirements.
• Support product demonstrations, equipment evaluations, and customer surveys, providing technical expertise and capturing customer feedback to support service and product improvements.
• Participate in technical audits, quality assessments, and continuous improvement initiatives in Bahrain, supporting compliance and enhancement of service delivery standards.
• Provide after-hours emergency technical support and participate in on-call duties when required to ensure business and customer service continuity.
• Contribute to continuous improvement initiatives, including the evaluation, adoption, and implementation of new technologies, service methodologies, and technical solutions.
• Collaborate with regional and cross‑functional teams to share technical knowledge, identify recurring service challenges, and implement sustainable solutions that improve equipment reliability and customer experience.

Education & Experience

• Bachelor's Degree in Biomedical Engineering, Electrical Engineering, Electronics Engineering, or equivalent.
• Minimum 4 years of experience in field service for medical laboratory diagnostic equipment.
• Minimum 2 years supporting automation laboratory analyzers.
• Proven experience managing VIP customers.
• Strong troubleshooting skills in hematology, automation, coagulation, urinalysis
• Good knowledge of Windows OS, networking, and laboratory IT connectivity.
• Excellent English communication skills.
• Willingness to travel.

Preferred

• Sysmex product experience is highly preferred.
• Experience supporting Automation solutions and Total Laboratory Automation (TLA).

Soft Skills

• Analytical and troubleshooting skills.
• Excellent communication and presentation skills.
• Strong planning and organizational skills.
• Ability to work under pressure and manage multiple priorities.
• Team-oriented with strong collaboration skills.

Must-Have Criteria

• Minimum 5 years of Field Service experience in laboratory diagnostics.
• Proven experience supporting automation and advanced diagnostic analyzers.
• Experience managing VIP healthcare accounts.
• Ability to independently resolve complex technical issues.Experience coaching junior engineers.
• Excellent English communication.
• Valid driving license.
• Willingness to travel within Bahrain and occasionally support the Eastern Region of Saudi Arabia.

Languages

English proficiency is mandatory

Arabic is an advantage and considered a valuable additional skill.

What we offer

Culture & cooperation

An appreciative work environment, open corporate culture, flat hierarchies and an inclusive and caring atmosphere. Working in an innovative and international environment with a broad learning and development landscape in our EMEA Campus, after-work events for internal networking.

Work-life balance

Flexible working through hybrid working model.

Fitness & wellness allowance, various work-life balance activities, and comprehensive company medical insurance.

Social Responsibility

Various opportunities to get involved in different sustainability and charity initiatives, climate friendly and respectful use of resources.

Key Facts

Workplace Model: Field-based | Employment Type: Full-Time |Weekly Hours: 40