Field Service Engineer (m/w/d)

Location: Remote / Field-Based (Southern Germany)

Employment Type: Permanent / Full-Time

Travel Requirements: 40%–60% (Domestic - Local / Occasional International)

About the Role

The Field Service Engineer (FSE) is the primary technical ambassador responsible for the installation, commissioning, maintenance, troubleshooting, and repair of advanced high-throughput automation platforms, robotics, and laboratory devices at customer sites.

In this hardware-focused position, you will work closely with cross-functional teams—specifically collaborating with Automation Support Engineers (Software & Configuration Specialists)—to ensure full end-to-end product support and customer success.

About the Client

Our client is the leading global laboratory automation company, empowering scientists to create results by connecting instrumentation, software, and data – from anywhere in the world. They achieve unprecedented levels of productivity while continually adapting to dynamic scientific, technological, and organizational structures.

Key Responsibilities

• Technical Service & Execution: Troubleshoot, repair, and maintain the full range of company's devices, systems, and integrated automation platforms. Deploy, calibrate, and align robotic systems at customer sites.

• Customer Support & Triage: Provide rapid response to technical support inquiries; initiate immediate troubleshooting, diagnostic testing, and triage of customer-reported issues.

• Collaboration & Upgrades: Partner with company's Automation Support Engineers and operations teams to execute device updates, system upgrades, and hardware relocations at client facilities.

• Training & Onboarding: Instruct customers on routine device operations and deliver foundational Cellario software training.

• Client Engagement: Build and nurture strong proactive relationships with clients to drive account satisfaction, support referrals, and ensure overall customer success within your assigned territory.

• Documentation & Knowledge Sharing: Complete accurate, timely service call reports and support documentation. Regularly author technical service docs and contribute knowledge base articles detailing troubleshooting procedures.

• Mentorship & Excellence: Mentor junior-level FSEs and contribute to continuous improvement initiatives across the company's Customer Service organization.

• Inventory & Third-Party Coordination: Accurately manage field service spare parts and local inventory. Coordinate with third-party laboratory instrumentation and robotics manufacturers to resolve Tier-2 and Tier-3 technical escalations.

• Professional Development: Complete ongoing internal and external technical/professional training modules to continually expand your engineering and delivery capabilities.

Key Skills & Capabilities

• Foundational Competency: Successful completion of all Field Service Engineer training modules, including hands-on courses, practical exercises, and field certifications.

• Independent Problem Solving: Proven ability to work independently to diagnose and resolve complex technical issues on hardware products.

• Communication: Exceptional written and verbal communication skills, with the ability to convey complex technical concepts to non-technical stakeholders across various organizational levels. Fluency in both English and German required.

• Customer Management: Strong interpersonal skills with a professional approach to conflict resolution, customer expectation management, and handling sensitive technical situations.

• Self-Management: Highly organized with disciplined time management, scheduling efficiency, and meticulous attention to detail in documentation.

• Cross-Functional Collaboration: Proactive mindset in escalating quality or service delivery issues to senior Customer Service leaders and working cross-functionally to achieve timely issue resolution.

Qualifications & Requirements

• Education: Qualified to a minimum of HNC level (or Central European equivalent) with a focus on Mechanical or Electrical Engineering. Modern apprenticeship qualifications are highly welcomed.

• Experience:

  • Level II: Typically 3-5 years of direct field service, installation, or customer-facing technical support experience.

  • Preference given to candidates with experience in laboratory/industrial automation, robotics, or scientific instrumentation. In-house automation support engineering background is also eligible.

• Technical Proficiencies:

  • Knowledge of computer communications and protocols (TCP/IP, RS232).

  • Bonus Skills (Not required): HVAC/cooling/environmental systems, control software/firmware, or object-oriented programming experience.

• Travel & Mobility:

  • Ability to travel weekly to customer sites, including overnight domestic travel (40%–60%) and occasional international travel as required.

  • Must possess a valid EU Driver's License.

What We Offer

• Competitive Compensation Package: Base salary (60.000-65.000 €/year gross) commensurate with experience, plus performance bonus opportunities.

• Company Perks: Home-based model, full travel expense coverage.

• Career Growth: Structured technical path with ongoing professional development, modern robotics exposure, and advanced automation training.
  
  Interested?
  Please submit your CV in English, outlining your relevant experience and interest in the role.

About EvolveTalent
At EvolveTalent®, we believe recruitment should be transparent, respectful, and people-centred. We support professionals throughout the recruitment journey by providing clear communication, honest feedback, and valuable market insights.

EvolveTalent® — Evolving Talent, Connecting Hearts