Field Service Engineer

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Primary Purpose and Overall Objective of the Job

The Field Service Engineer provides field technical support & services, including installation, preventive and curative maintenance, and field actions at all stages of instrument lifecycle management to secure and optimize lab products within the IVD North Italy Market.

Main Accountabilities

• Perform procedures associated with installing, repairing, and maintaining assigned instruments, ensuring follow-up and customer satisfaction.
• Detect opportunities for service contracts with private labs, hospitals, or industry in collaboration with the commercial team.
• Respond to internal & external customer inquiries and ensure compliance with regulations through timely and accurate documentation in the ERP system.
• Manage spare parts inventory according to quality guidelines.
• Handle complex maintenance autonomously.
• Serve as a referent and advisor in key strategic areas at all stages of the commercial process.
• Support and collaborate with support teams (maintenance, L2 support, etc.) as a specialist.
• Handle field actions in other subsidiaries, clusters, or distributors.
• Coach peers and newcomers on new systems.

Studies and Experience

Bachelor’s or Master’s degree in engineering (electronics, computer sciences, biotechnology) with 3-5 years of experience in a similar role is required.

Skills and Qualifications

• Customer and solution-oriented mindset.
• Organized, rigorous, and autonomous.
• Strong customer service skills, analytical and synthesis mindset, availability, and agility.
• Professional background as a technician in life sciences or industry.
• Ability to handle CRM systems (reporting and dashboards).

Location

Based in Milan with the ability to travel throughout North Italy.

Availability to travel approximately 90% of the time; this is a field-based role.

Additional Details

Seniority level: Mid-Senior level.

Employment type: Full-time.

Job function: Information Technology.