Senior Service Engineer

Eppendorf India; Pune District; On-site; INR 700,000 - 950,000; Full time

Job summary

Eppendorf India is seeking a field service professional to install, commission and service laboratory instruments at customer sites across the territory. You will diagnose issues, perform preventive maintenance and calibration, and ensure critical equipment delivers reliable results.

You will work with CRM tools and MS Office, communicate clearly with customers, and support sales in promoting service contracts and calibration offerings. Extensive travel is required.

Qualifications

• 6–8 years hands-on experience in installation, maintenance and servicing of laboratory equipment.
• Experience servicing centrifuges, PCR instruments, ULT freezers, CO incubators, and pipettes.
• Strong troubleshooting and problem-solving skills with a structured approach.
• Good understanding of laboratory workflows and preventive care.
• Diploma / BE / B.Tech in Electronics, Biomedical Engineering, Instrumentation, Mechanical Engineering or related field.
• Clear communication and customer relationship management skills.
• Willingness to travel extensively within the territory.
• Proficiency with CRM applications and Microsoft Office.

Responsibilities

• Install and commission standard and specialty lab equipment at customer sites.
• Diagnose breakdowns and service calls, minimizing downtime.
• Perform preventive maintenance and periodic servicing per schedules.
• Carry out pipette repair, calibration and performance verification.
• Contribute to service revenue via AMC/ calibration and other offerings.
• Document service activities and reports using CRM software.
• Collaborate with Sales to promote service contracts and leads.
• Ensure installation, service and calibration documentation is complete.
• Travel extensively within the assigned territory to support customers.

Skills

Installation & maintenance

Troubleshooting

Customer relations

Travel readiness

Independent worker

CRM software

MS Office

Communication

Education

Diploma / BE / B.Tech in Electronics or related field

Equivalent education and experience

Tools

CRM software

Microsoft Office

Job description

How you can make an impact

• In our organization, you ensure that our laboratory instruments and liquid handling solutions perform reliably at customer sites, directly supporting high-quality scientific work and strengthening long-term customer partnerships.

• You take responsibility for the installation and commissioning of standard and specialty laboratory equipment, ensuring correct setup, qualification and a clear handover to users at customer sites.

• You diagnose and attend breakdown and service calls for a wide range of laboratory instruments, resolving issues efficiently and minimizing downtime for critical applications.

• You perform preventive maintenance and periodic servicing of laboratory instruments, following defined schedules and procedures to secure long-term reliability, safety and compliance with quality standards.

• You carry out pipette repair, calibration and performance verification, adhering to established standards and documentation requirements so that customers can rely on accurate and reproducible results.

• You contribute to service revenue generation through billable service activities, annual maintenance contracts (AMC/CMC), calibration services and other service offerings, and ensure timely payment collection in collaboration with internal stakeholders.

• You maintain a high level of customer satisfaction, delivering quality service, addressing issues proactively and helping to achieve excellent Net Promoter Score (NPS) in your territory.

• You conduct customer engagement and training programs, helping users get the most out of their instruments and enhancing the overall product and service experience.

• You use Customer Relationship Management (CRM) software to accurately record service activities, customer interactions and field reports, ensuring transparency and reliable data for follow-up and analysis.

• You work closely with the Sales team to promote service contracts, generate service and calibration leads, and support overall business growth in your region.

• You ensure timely and accurate documentation, including installation reports, service reports and calibration records, and consistently comply with company quality and regulatory standards.

What sets you apart

• Bringing 6-8 years of hands-on experience in installation, maintenance and servicing of laboratory equipment, ideally in the life sciences, biotechnology, pharmaceutical, healthcare or research laboratory environment.

• Drawing on proven experience in servicing and troubleshooting instruments such as Centrifuges,PCR instruments,Ultra-low Temperature (ULT) freezers,CO incubators,Pipettes (repair & calibration).

• Demonstrating strong troubleshooting and problem-solving skills, with a structured, analytical approach to identifying root causes and implementing sustainable technical solutions.

• Bringing a good understanding of laboratory workflows and instrument maintenance, enabling you to advise customers on best practices and preventive care.

• Holding a Diploma / B.E. / B.Tech in Electronics, Biomedical Engineering, Instrumentation, Mechanical Engineering or a related field, or an equivalent combination of education and experience.

• Communicating clearly and professionally, with excellent customer relationship management skills and the ability to build trust with users, lab managers and purchasing stakeholders.

• Working independently and reliably, managing multiple customer locations, service calls and priorities in a structured and organized way.

• Showing willingness to travel extensively within your assigned territory to support customers on site.

• Using CRM applications and Microsoft Office (Word, Excel, PowerPoint, Outlook) confidently to document service activities, prepare reports and support data-driven decision-making.

What we offer

• Purpose and impact. You directly support laboratories and research facilities by ensuring that their critical equipment operates reliably, enabling high-quality results that can make a difference in healthcare and science.

• We value your contribution. An attractive compensation package, employee benefits and performance-related incentives reflect the importance of your role in customer satisfaction and business performance.

• Learning that moves you forward. With technical trainings, digital learning platforms and on-the-job mentoring, you continuously deepen your expertise in laboratory technology, service processes and customer interaction.

• Room to grow. You take on responsibility in a diverse instrument and customer landscape, with opportunities to develop toward senior technical, specialist or leadership roles over time.

• Fair and supportive. You work in a culture built on collaboration, respect and openness, with clear expectations, regular feedback and structured development opportunities to support your professional and personal growth.