Global Support Engineer

Biotech Partners; Norcross (GA); On-site; USD 75,000 - 95,000; Full time

Job summary

Biotech Partners Inc. seeks a skilled field service engineer to act as a technical resource for diagnostic instrumentation, software, and lab applications in clinical environments.

You will troubleshoot complex equipment, collaborate with engineering and product teams, and support verification, validation, and deployment activities with travel up to 50%.

Qualifications

• Bachelor's degree in Engineering or related field.
• 5 years experience with bachelor's, or 3 years with master's.
• Experience in field service engineering or instrument service.
• Ability to travel domestically and internationally up to 50%.

Responsibilities

• Provide advanced technical support for diagnostic instruments, software, and lab technologies.
• Troubleshoot instrument, hardware, software, and application issues escalated by teams.
• Collaborate with engineering, R&D, product management for development and testing.
• Participate in verification, validation, UAT, and implementation activities.
• Assist installation, configuration, integration, and deployment of diagnostic systems.
• Serve as SME for existing products and new technologies.
• Develop and maintain technical documentation, guides, and procedures.
• Deliver technical training to field service personnel and internal teams.
• Investigate recurring issues and contribute to product improvements.
• Provide technical assistance to domestic and international teams.
• Ensure support aligns with quality, regulatory, and company procedures.

Skills

Field service engineering

Technical support

Troubleshooting complex diagnostics

Cross-functional collaboration

Technical documentation

Communication skills

Travel readiness

Education

Bachelor's degree in Engineering or related field

Job description

This position serves as a technical resource for diagnostic instrumentation, associated software, and laboratory applications. The individual will provide advanced troubleshooting support, collaborate with engineering and product development teams, and contribute to the successful implementation and ongoing support of diagnostic technologies used in clinical laboratory environments.

The ideal candidate brings a strong background in field service engineering, technical support, or diagnostic instrumentation, with experience troubleshooting complex equipment and supporting customers in regulated laboratory or medical device environments.

Key Responsibilities

• Provide advanced technical support for diagnostic instruments, software applications, and associated laboratory technologies.
• Troubleshoot and resolve complex instrument, hardware, software, and application-related issues escalated by field service and technical support teams.
• Collaborate with engineering, R&D, product management, and other cross-functional teams to support product development, testing, and commercialization.
• Participate in product verification, validation, user acceptance testing (UAT), and implementation activities.
• Support the installation, configuration, integration, and successful deployment of diagnostic systems.
• Serve as a technical subject matter expert for existing products and newly introduced technologies.
• Develop and maintain technical documentation, troubleshooting guides, service procedures, and training materials.
• Deliver technical training and guidance to field service personnel, internal teams, and other stakeholders.
• Investigate recurring technical issues, identify root causes, and contribute to product improvements and corrective actions.
• Provide technical assistance to domestic and international teams as needed.
• Ensure technical support activities align with applicable quality, regulatory, and company procedures.

Qualifications

• Bachelor's degree in Engineering, Biomedical Engineering, Medical Technology, Clinical Laboratory Science, or a related technical/scientific discipline.
• Minimum of 5 years of relevant experience with a bachelor's degree, or 3 years with a master's degree.
• Experience in field service engineering, instrument service, technical support, or a similar hands-on technical role.
• Demonstrated ability to troubleshoot complex diagnostic instruments, laboratory equipment, hardware, and software systems.
• Experience supporting medical devices, in vitro diagnostic systems, laboratory automation, or related technologies.
• Strong analytical and problem-solving skills with the ability to investigate and resolve complex technical issues.
• Ability to communicate technical information effectively to customers, field personnel, and cross-functional teams.
• Experience developing technical documentation and delivering technical training.
• Willingness and ability to travel domestically and internationally, up to approximately 50%.

Preferred Experience

• Experience supporting transfusion medicine, immunohematology, blood banking, or related diagnostic technologies.
• Familiarity with clinical laboratory workflows and regulated diagnostic environments.
• Experience with instrument installation, maintenance, repair, and field troubleshooting.
• Knowledge of product verification and validation, software testing, or user acceptance testing.
• Experience working directly with R&D, engineering, and product development teams.
• Familiarity with FDA-regulated medical devices, IVD quality systems, or ISO 13485 environments.