Field Service Engineer, New York

Key Responsibilities

• Perform installations, preventive maintenance, troubleshooting, repairs, and upgrades of Cytek flow cytometry instruments in accordance with established service procedures.
• Diagnose and resolve technical issues efficiently to minimize instrument downtime and restore optimal performance.
• Verify instrument functionality and performance following service activities.
• Maintain professional, courteous, and responsive communication with customers throughout the service process.
• Provide technical assistance, communicate service findings, and establish realistic expectations regarding repair timelines and next steps.
• Identify recurring customer concerns and communicate relevant feedback to internal teams to support product and service improvements.
• Independently manage assigned service activities, travel schedules, and customer appointments.
• Prioritize urgent service needs while balancing preventive maintenance, installations, and other service commitments.
• Communicate scheduling conflicts, delays, and unresolved issues to appropriate stakeholders in a timely manner.
• Complete Field Service Reports, Instrument Qualification Reports, Parts Return Tags, expense reports, and other required documentation accurately and within established timelines.
• Ensure service records clearly document reported issues, troubleshooting performed, corrective actions taken, and final instrument status.
• Follow established service procedures, documentation standards, and company policies.
• Maintain accurate records of assigned service spare parts inventory.
• Ensure proper tracking, handling, and timely return of defective or unused parts.
• Periodically reconcile inventory to maintain accuracy and readiness for service activities.
• Collaborate with Technical Support, Service Management, and other internal departments to resolve complex technical issues.
• Escalate unresolved or recurring technical problems through appropriate channels.
• Share technical knowledge, field observations, and customer feedback to support continuous improvement.
• Perform other duties as assigned to support business and service operations.

Requirements & Qualifications

• Bachelor's degree in Life Sciences, Engineering, or a related technical discipline preferred; equivalent technical training or military experience may be considered.
• 0–5 years of relevant experience in field service, laboratory instrumentation, flow cytometry, or a related technical field.
• Previous experience operating, maintaining, or repairing flow cytometry instruments is preferred but not required.
• Strong troubleshooting abilities, organizational skills, and professional communication are essential.
• Basic understanding of biology and scientific principles relevant to flow cytometry.
• Strong mechanical, electrical, and technical troubleshooting aptitude.
• Ability to learn and apply instrument service procedures and diagnostic techniques.
• Strong organizational, time-management, and problem-solving skills.
• Effective written and verbal communication skills.
• Ability to work independently while collaborating with cross-functional teams.
• Attention to detail and commitment to accurate technical documentation.