Field Services Engineer

Werfen; Wrocław; On-site; PLN 120,000 - 180,000; Full time

Job summary

Werfen in Wrocław is seeking a Field Service Engineer to install, service, and train customers on our analytical instruments. You will perform on-site installations, preventive maintenance, troubleshooting, and system upgrades while ensuring quality standards and customer satisfaction.

Strong electronics knowledge, ISO awareness, and English/Polish fluency are essential. Travel up to 60-90% is expected; you will collaborate with Sales and Quality teams and contribute to continuous improvement of

Qualifications

• University degree in a technical discipline (Biomedical Engineering or similar, Electronics, Computer Science)
• Minimum of 2 years in the local IVD market in a similar position servicing technical devices.

Responsibilities

• On-Site Installation & Customer Support – perform on-site installations, configurations, and system integrations.
• Preventive & Corrective Maintenance – carry out routine and non-routine repairs, preventive maintenance, updates, retrofits, and product enhancements.
• Technical Troubleshooting & Diagnostics – identify and resolve hardware, software, and connectivity issues, remotely or on field.
• Monitoring and Updating – monitor install base versions and coordinate updates.
• Customer Training & Education – instruct customers on operation, maintenance, and troubleshooting.
• Spare Parts & Inventory Management – manage service parts flow and ensure component availability.
• Regulatory Compliance & Documentation – ensure ISO compliance and maintain accurate records.
• Customer Relationship & Liaison – act as primary technical contact for customers.
• Collaboration with Sales & Business Teams – work with sales to provide insights on customer needs.
• Complaint Handling & Continuous Improvement – log complaints and contribute to service improvements.
• Procedure Compliance & Optimization – adhere to service procedures and optimize processes.
• Additional Responsibilities – participate in exhibitions, product demonstrations, and team meetings.

Skills

Field service

Technical support

On-site installation

Preventive maintenance

Troubleshooting

Customer training

ISO compliance

English language

Polish language

SAP

MS Office

Electronics

Teamwork

Education

University degree in Biomedical Engineering or similar

Tools

SAP

MS Office

Job description

Job Summary

The Field Service Engineer is responsible for providing technical support, maintenance, repair services, installation, and service training to ensure the optimal performance of our instruments across the business lines of responsibility. This role plays a critical part in maintaining high customer satisfaction, minimizing instrument downtime, and ensuring compliance with Company quality standards and procedures.

Key Accountabilities

• On-Site Installation & Customer Support – Provides highly visible technical support by performing on-site installations, configurations, and system integrations, ensuring instruments are fully operational and meeting customer expectations.
• Preventive & Corrective Maintenance – Conducts routine and non-routine technical repairs, including preventive maintenance, updates, retrofits, and product enhancements, while accurately recording all interventions.
• Technical Troubleshooting & Diagnostics – Identifies and resolves - both remotely and on field as per need - hardware, software, and connectivity issues, ensuring minimal instrument downtime and optimal system performance.
• Monitoring and Updating - Continually monitor the status of the install base with regard to current versions of hardware, firmware and software and coordinate and perform all necessary updates within the appropriate timeframe.
• Customer Training & Education – Instructs customers on the proper operation, maintenance, and troubleshooting of instruments and systems, promoting self-sufficiency in basic instrument handling.
• Spare Parts & Inventory Management – Manages and optimizes service parts flow, including FSE car stock, ensuring the availability of necessary components for timely repairs.
• Regulatory Compliance & Documentation – Ensures full compliance with ISO standards, quality policies, and regulatory requirements, maintaining accurate service records, work instructions, and logs in the IT system.
• Customer Relationship & Liaison Role – Acts as a primary technical contact for customers, ensuring a strong relationship and a positive company image through professional service delivery.
• Collaboration with Sales & Business Teams – Works closely with sales counterparts, providing insights into customer needs, system performance.
• Complaint Handling & Continuous Improvement – Investigates and logs customer complaints, updates performance indicators, and actively contributes to the continuous improvement of service performance and procedures.
• Procedure Compliance & Optimization – Ensures adherence to company service procedures, identifying areas for process optimization and efficiency improvements.
• Additional Responsibilities as Assigned – Supports other service-related activities such as participating in exhibitions, product demonstrations, workgroups, and team meetings, contributing to a collaborative and high-performance service team.

Networking/Key relationships

Internal: local Customer Support, Sales and Marketing teams, EE Hub, Customer Support EEMEA, Supply Chain, Quality and Regulatory, Compliance, and all relevant internal stakeholders.

External: customers and relevant stakeholders in their area of responsibility.

Minimum Knowledge & Experience required for the position

Education

University degree in a technical discipline (Biomedical Engineering or similar, Electronics, Computer Science)

Experience

Minimum of 2 years in the local IVD market in a similar position servising technical devices.

Additional Skills/Knowledge

• Extensive technical knowledge in electronics and precision mechanic
• Knowledge of the business lines of responsibility
• Knowledge of local IVD market and ISO system
• Knowledge in logistic processes and supply chain
• English and Polish proficiency
• IT skills: MS Ofifce, SAP.

Skills & Capabilities

The ideal candidate for this position will exhibit the following skills and competencies:

• Excellent communication, self-confidence, ability to work indepedently
• Presentation and negotiation skills
• Analytical approach and problem solving skills
• Focus on continuous improvements and lean approach
• Teamwork and collaboration
• Results-driven mindset
• Customer orientation
• Stakeholder management

Travel requirements

Up to 60-90% of time on field – according to the current situation and priorities.

Individual Contributor Core Competencies

Managing Work

Effectively managing one’s time and resources to ensure that work is completed efficiently.

Emotional Intelligence Essentials

Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Building Partnerships

Developing and leveraging relationships within and across work groups, including cross-functional groups, to achieve results.

Decision Making

Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.

Continuous Learning

Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV. Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.