Field Service Engineer – Analytical Instrumentation

Malvern Panalytical; Springfield (IL); On-site; USD 80,000 - 110,000; Full time

Job summary

Malvern Panalytical is seeking a Customer Support Engineer to install, service, and repair advanced analytical instrumentation across the Northwestern United States. This field-based role requires extensive travel (approx.

80%) and base locations in Illinois or Minnesota, with responsibilities spanning remote diagnostics to on-site maintenance. You will build strong customer relationships, troubleshoot complex systems, and ensure high equipment uptime while working with cross-functional teams.

Qualifications

• 3 to 5 years of experience in electronics, electro-mechanical systems, scientific instrumentation, or 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.

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.

Skills

Technical aptitude

Customer service

Diagnostics tools

Time management

Education

Associate's or Bachelor's degree in Engineering, Electronics, Physics, Chemistry, or related technical discipline

Job description

Malvern Panalytical is seeking a Customer Support Engineer to install, service, and repair advanced analytical instrumentation across the Northwestern United States. This field-based role requires extensive travel (approx.

80%) and base locations in Illinois or Minnesota, with responsibilities spanning remote diagnostics to on-site maintenance. You will build strong customer relationships, troubleshoot complex systems, and ensure high equipment uptime while working with cross-functional teams.