Field Service Engineer

Job Description

Your Profile As a Resident Field Service Engineer dedicated to our premier strategic biopharma accounts (such as WuXi AppTec & STA), you will be embedded directly at the customer's site. Success in this high-stakes role demands a solid background in the biopharmaceutical industry and an insatiable appetite for continuous learning across new instruments, software, and consumables.

You will blend technical prowess with a profound sense of ownership and accountability for our key accounts. Operating as a trusted on-site "Value Advisor," you will go beyond routine troubleshooting to proactively solve complex problems, ensure stringent compliance, and deliver the highest standard of customer-centric service right at the heart of the customer's operations.

Your Core Responsibilities

• Dedicated Resident Support (专属驻场保障): Act as the primary on-site technical anchor for strategic biopharmaceutical accounts. Maintain a continuous, highly responsive presence to guarantee SLA adherence, minimize downtime, and build deep, enduring partnerships with key customer stakeholders.

• Biopharma Compliance & System Validation (制药合规与系统验证): Ensure all technical interventions strictly adhere to global pharmaceutical regulations. Leverage your industry expertise to support Computerized System Validation (CSV), uphold GAMP requirements, and safeguard critical data integrity across all analytical platforms.

• End-to-End Technical Execution (端到端技术执行): Lead the on-site installation, implementation, maintenance, and repair of Agilent systems, encompassing complex hardware, software, operating systems, and networking products.

• Proactive System Optimization (主动式系统优化): Diagnose and resolve intricate product performance issues, responding proactively to potential equipment vulnerabilities to prevent unplanned business interruptions in high-throughput lab environments.

• Customer-Centric Advisory (客户导向的技术顾问): Act as a strategic partner by advising customers on preventive maintenance, system configurations, and operational best practices that elevate performance and align seamlessly with their critical R&D and production milestones.

• Integrated Solutions Delivery (集成化方案交付): Deploy and configure fully integrated technical solutions—seamlessly connecting peripherals, communications, and application software to meet rigorous biopharma industry standards.

Qualifications

Bachelor's or Master's Degree in Analytical Chemistry, Pharmaceutical Sciences, Biomedical Engineering, Electronics, or an equivalent scientific/engineering discipline.

Relevant post-graduate degrees, specialized industry certifications, or licenses (e.g., related to analytical instrumentation or network systems) are a strong plus.

Typically requires 2+ years of relevant experience in field service, laboratory equipment maintenance, or direct experience working within a high-throughput biopharmaceutical laboratory environment. (Outstanding candidates with 1-2 years of highly relevant experience will also be considered).

Solid understanding of pharmaceutical regulatory environments (GLP/GMP).

Familiarity with or hands-on experience in Computerized System Validation (CSV) and global Data Integrity standards is highly preferred.

Proven ability to troubleshoot and repair complex analytical hardware (e.g., Chromatography, Mass Spectrometry).

Strong competency in navigating and troubleshooting associated software, operating systems, and laboratory network configurations.

Customer-Centric Mindset: Excellent interpersonal and communication skills, with the ability to act as a "Value Advisor" and manage relationships with key stakeholders at the customer site.

Independence & Resilience: Highly self-motivated and capable of working independently in a fast-paced, high-stakes resident environment, maintaining a strong sense of ownership over the account's success.
 

Additional Details

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