Field Service Engineer - Scientific Instruments

OMEGA, Inc.; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Malvern Panalytical is seeking a Customer Support Engineer to install, maintain, troubleshoot, and repair analytical instrumentation. The role covers the Northwestern United States with extensive travel (approximately 80%), and involves on-site, remote, and phone-based support for a wide range of customers.

You will work closely with customers and technical experts to minimize downtime, ensure instrument performance, and deliver exceptional service while advancing knowledge of ISO quality

Qualifications

• Must have hands-on experience with troubleshooting, repairing, and maintaining complex instrumentation or technical equipment.
• Strong customer-service orientation and ability to communicate effectively with diverse customers.
• Proficiency with diagnostic tools and service reporting systems; able to work independently and manage multiple priorities.

Responsibilities

• Install analytical instrumentation from delivery through final customer sign-off.
• Perform preventive maintenance, repairs, upgrades, and troubleshooting on complex scientific 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 excellent 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, issues, and resolution timelines.
• Collaborate with service team colleagues and provide support across the region as needed.

Skills

Electronics troubleshooting

Customer-facing support

Diagnostic tool proficiency

Remote and on-site troubleshooting

Time management

Technical communication

Education

Associate’s or Bachelor’s degree in Engineering/Electronics

Tools

Diagnostic instruments

Service reporting systems

Job description

Malvern Panalytical is seeking a Customer Support Engineer to install, maintain, troubleshoot, and repair analytical instrumentation. The role covers the Northwestern United States with extensive travel (approximately 80%), and involves on-site, remote, and phone-based support for a wide range of customers.

You will work closely with customers and technical experts to minimize downtime, ensure instrument performance, and deliver exceptional service while advancing knowledge of ISO quality