Analytical Instrumentation Field Service Engineer

OMEGA, Inc.; United States; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Malvern Panalytical is seeking a Customer Support Engineer to install, maintain, troubleshoot, and repair analytical instrumentation across the Northwestern United States. The role requires 80% travel and hybrid work with field-based responsibilities in Illinois or Minnesota.

You will support a broad portfolio of products, drive customer satisfaction, and collaborate with service teams to ensure optimal instrument performance and minimal downtime.

Qualifications

• 3 to 5 years of experience in electronics, electro-mechanical systems, scientific instrumentation, or a related technical field.
• Hands‑on experience troubleshooting, repairing, and maintaining complex instrumentation or technical equipment.
• Strong technical aptitude with the ability to diagnose, analyze, and resolve equipment issues independently.
• Excellent customer service, communication, and relationship‑building skills.
• Ability to understand customer needs and provide effective technical solutions.
• Strong organizational and time‑management skills with the ability to manage multiple priorities.
• Proficiency with computer‑based diagnostic tools and service reporting systems.
• Valid driver’s license and ability to travel extensively throughout the assigned territory (approximately 80% travel).

Responsibilities

• Install analytical instrumentation from delivery through final customer sign-off.
• Perform preventive maintenance, repairs, upgrades, and troubleshooting on complex scientific and analytical equipment.
• Diagnose and resolve instrumentation issues remotely, by phone, and on-site at customer locations.
• Respond to customer inquiries within established service response guidelines.
• Build and maintain strong customer relationships through proactive communication and exceptional service delivery.
• Escalate technical issues through established procedures when additional expertise is required.
• Accurately complete and submit service reports, maintenance records, and other electronic documentation.
• Process parts returns and repairs in accordance with company policies and procedures.
• Keep customers informed regarding service progress, open issues, and resolution timelines.
• Manage assigned customer accounts with a high degree of autonomy and professionalism.
• Collaborate with service team colleagues and provide support across the region as needed.
• Maintain up-to-date knowledge of service manuals, technical documentation, and product developments.
• Perform all activities in accordance with applicable quality standards, ISO requirements, safety policies, and company procedures.
• Safely lift, move, and transport equipment and materials weighing up to 50 lbs.

Job description

Malvern Panalytical is seeking a Customer Support Engineer to install, maintain, troubleshoot, and repair analytical instrumentation across the Northwestern United States. The role requires 80% travel and hybrid work with field-based responsibilities in Illinois or Minnesota.

You will support a broad portfolio of products, drive customer satisfaction, and collaborate with service teams to ensure optimal instrument performance and minimal downtime.