Field Service Engineer

BioArrow TechLife Limited; Hong Kong; On-site; HKD 360,000 - 540,000; Full time

Job summary

BioArrow Techlife Ltd is a young and energetic partner to many life sciences and clinical diagnostic suppliers. We are committed to providing our employees with a supportive and rewarding work environment.

We promote a healthy and engaging workplace where you can flourish, reach your potential and grow with us. You will play a key role in delivering professional technical support to our customers by installing, maintaining, troubleshooting, and repairing laboratory and analytical instruments.

Qualifications

• Bachelor's degree in Biomedical Engineering, Biochemical Engineering, Biotechnology or related discipline.
• 2–3 years hands-on field service/technical support experience with lab instruments.
• Troubleshooting experience with diagnostic/analytical systems in lab environments; liquid handling or optical imaging preferred.
• Strong analytical and problem-solving skills; able to work independently under pressure.
• Customer-oriented with excellent communication and interpersonal skills.
• Self-motivated, organized, and able to manage multiple assignments.
• Good command of written and spoken English and Chinese.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Experience with CRM systems, service management software, networking, or instrument integration is a plus.

Responsibilities

• Perform installation, commissioning, preventive maintenance, troubleshooting and repair of laboratory instruments at customer sites.
• Provide user training and operational guidance during installation, validation and handover.
• Diagnose technical issues and deliver on-site and remote support.
• Prepare and maintain service reports, maintenance records and documentation.
• Maintain service tools, test equipment and calibration records.
• Collaborate with Sales to provide technical advice, product demonstrations and pre-/post-sales support.
• Promote service contracts, preventive maintenance, upgrades and other value-added services.
• Build and maintain relationships with customers for satisfaction and long-term partnership.
• Stay up to date with product knowledge and industry best practices.
• Handle ad-hoc duties and projects as assigned by management.

Skills

Customer focus

Communication

Analytical thinking

Problem solving

Time management

Education

Bachelor's degree in Biomedical Engineering

Tools

CRM systems

Service management software

Networking

Instrument integration

Job description

BioArrow Techlife Ltd is a young and energetic partner to many of our life sciences and clinical diagnostic suppliers. We are committed to providing our employees with a supportive and rewarding work environment. We promote a healthy and engaging workplace where you can flourish, reach your potential and grow with us.

About the role

You will play a key role in delivering professional technical support to our customers by installing, maintaining, troubleshooting, and repairing laboratory and analytical instruments. Working closely with customers, you will ensure optimal instrument performance, provide user training and technical guidance, and respond promptly to service requests. This role offers the opportunity to combine hands‑on technical expertise with customer engagement, contributing directly to customer satisfaction and business success.

What You'll Be Doing

• Perform installation, commissioning, preventive maintenance, troubleshooting, and repair of laboratory and analytical instruments at customer sites.
• Provide user training and operational guidance to customers during instrument installation, validation and handover.
• Diagnose technical issues and deliver timely on‑site and remote support to customers.
• Prepare and maintain accurate service reports, maintenance records and documentation.
• Ensure service tools, test equipment, and calibration records are properly maintained and kept up to date.
• Collaborate with the Sales team by providing technical advice, product demonstrations, and pre‑sales or post‑sales technical support.
• Promote service contracts, preventive maintenance programs, upgrades, and other value‑added service solutions.
• Build and maintain professional relationships with customers to ensure a high level of customer satisfaction and long‑term partnership.
• Stay up to date with product knowledge, technical developments, and industry best practices.
• Handle ad‑hoc duties and projects assigned by the management.

What we are looking for

• A Bachelor's degree in Biomedical Engineering, Biochemical Engineering, Biotechnology or a related discipline.
• 2-3 years of hands‑on experience in field service, technical support, maintenance, or repair of laboratory, medical, scientific, or analytical instruments.
• Solid experience in troubleshooting and supporting diagnostic, analytical, or research systems used in laboratory environments. Preferably with previous experience in liquid handling systems and/or optical imaging systems.
• Strong analytical and problem‑solving skills, with the ability to work independently and effectively under pressure.
• Customer‑oriented with excellent communication and interpersonal skills.
• Self‑motivated, organized, and capable of managing multiple assignments and priorities.
• Good command of written and spoken English and Chinese.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Experience with CRM systems, service management software, networking, or instrument integration will be an advantage.