Field Service Engineer — Analytical Instrumentation

Malvern Panalytical; United States; Remote; USD 75,000 - 120,000; Full time

Job summary

Malvern Panalytical is seeking a Customer Support Engineer based in Idaho to install, maintain, and repair analytical instrumentation across the Northwestern US. You will diagnose issues, support customers remotely or on-site, and build strong relationships while traveling extensively (approximately 80%).

You will collaborate with service teams to ensure instrument performance and customer satisfaction, maintaining accurate service records and following ISO quality standards.

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.

Responsibilities

• Install analytical instrumentation from delivery through final customer sign-off.
• Perform preventative maintenance, repairs, upgrades, and troubleshooting on complex scientific and analytical equipment.
• Diagnose and resolve instrumentation issues remotely, over the 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.

Job description

Malvern Panalytical is seeking a Customer Support Engineer based in Idaho to install, maintain, and repair analytical instrumentation across the Northwestern US. You will diagnose issues, support customers remotely or on-site, and build strong relationships while traveling extensively (approximately 80%).

You will collaborate with service teams to ensure instrument performance and customer satisfaction, maintaining accurate service records and following ISO quality standards.