Field Service Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Field Service Engineer based in Italy.

As a Field Service Engineer, you will play a key role in supporting an expanding customer base across Italy and the wider EMEA region.

You will install, maintain, upgrade, and repair advanced next-generation sequencing instruments in laboratory environments.

The role combines hands-on engineering with scientific troubleshooting across hardware, software, and chemistry.

You will work closely with customers and internal technical teams to identify root causes and deliver effective solutions.

Your expertise will directly contribute to reliable instrument performance and an excellent customer experience.

This is an ideal opportunity for an experienced field engineer or an early-career scientist or engineer eager to develop in the genomics industry.

Based remotely in Italy, the position offers a highly international environment with significant travel across EMEA.

Accountabilities

• Perform onsite installation, qualification, upgrades, repairs, and preventative maintenance of next-generation sequencing instruments.
• Diagnose complex product and instrument issues, identify root causes, and implement effective field-based solutions.
• Assess customer maintenance and service requirements and develop appropriate plans of action.
• Collaborate with internal engineering, technical, and operational teams to resolve customer issues and continuously improve service processes.
• Build trusted customer relationships through professional, responsive, and technically knowledgeable support.
• Support service contract and other service-product opportunities by identifying customer needs and engaging appropriately with clients.
• Manage spare parts in accordance with established procedures, including ordering, usage, returns, inventory counts, and car-stock management.
• Accurately document service activities, findings, and resolutions using CRM systems and complete records in a timely manner.
• Provide customer support outside standard business hours when required.
• Travel frequently throughout Italy and the broader EMEA region, including international travel.

Requirements:

• Bachelor’s or Master’s degree in engineering, physics, biology, chemistry, or a related discipline, with at least 1 year of relevant field service or industry experience; an equivalent combination of education and industry experience may also be considered.
• Experience in the next-generation sequencing (NGS) industry and familiarity with sequencing instrument setup are preferred, while strong early-career candidates and recent graduates may also be considered.
• Demonstrated ability to troubleshoot sophisticated laboratory equipment involving hardware, software, and chemistry.
• Experience supporting multiple full product life cycles or product launches is advantageous.
• Familiarity with data collection and analysis tools such as MATLAB, Python, C++, or Java is a plus.
• Experience with fluorescence microscopy is helpful.
• Basic knowledge of Linux is advantageous.
• Strong verbal and written communication skills, including the ability to produce clear technical documentation.
• Customer-focused mindset with professionalism, tact, sound judgment, and strong problem-solving abilities.
• Account management or customer relationship experience is preferred.
• Flexibility to provide customer support outside regular working hours when necessary.
• Fluent written and spoken English and Italian are required.
• Ability and willingness to travel extensively, including international and domestic travel of up to 80%.
• Ability to frequently move boxes weighing up to approximately 20 pounds.

Benefits:

• Full-time, remote-based position in Italy, with preference for candidates located in Milan or Northern Italy.
• Opportunity to work in an innovative, product-driven environment focused on genomics and advanced scientific technologies.
• Significant exposure to international customers and teams across the EMEA region.
• Opportunities to develop expertise in next-generation sequencing, field engineering, laboratory instrumentation, and technical customer support.
• Base compensation determined according to factors including geographic location, qualifications, and professional experience.
• Eligibility for stock options in addition to base compensation.
• Eligibility for sales commission in addition to base compensation.
• Opportunity to contribute to meaningful technologies supporting advances in biological research and global health.