Field Service Engineer- EU (Berlin)

Make an Impact! Discover Echo is a revolutionary company that has redesigned microscopy for the life sciences landscape. Our unique hybrid microscopes are used around the world by educators, scientists, and researchers for cutting-edge applications. With progressive design, we empower our users to change the way they view science. We love working with brilliant people to create, build, and promote the best products in our industry.

Discover Echo is seeking a Field Service Engineer based in Hamburg or northern Germany to provide on-site, remote, and in-house technical support for our advanced microscopy systems. This role includes performing maintenance, calibration, troubleshooting, and repairs to ensure minimal customer downtime and high-quality performance. The ideal candidate has strong technical and communication skills, experience using diagnostic tools, the ability to work independently, and must be able to travel freely throughout the European Union, typically for up to three days at a time. We are seeking a Field Service Engineer provides post-sale technical support and service through onsite and remote customer engagement in an on-call capacity.

Essential Duties and Responsibilities

• Provides post-sale technical service and support to customers, including installation, calibration, troubleshooting, routine service, repairs, inspections, and maintenance of Echo microscope systems
• Responds to and resolves customer issues for equipment errors and malfunctions
• Ensures customer satisfaction is met throughout the support process and the entire customer lifecycle
• Works to ensure minimal customer downtime and workflow interruptions
• Documents and compiles data of maintenance, hardware, and software to report back to management.
• Resolves issues to not only address the immediate issue but also incorporate resolutions at a root cause level
• Self manages travel schedule to minimize travel costs.
• Acts as liaison between the customer, sales, and operations personnel
• Documents work performed and maintains excellent records and customer logs
• Performs other work-related duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent and at least 3 years of related technical experience in the Life Science Area, graduate of technical school
• Valid Driver's license in good standing
• Experience in the use of tools, and diagnostic test equipment
• Strong ability to troubleshoot, diagnose, repair and document product/system issues
• Strong understanding of wireless communication protocols
• Ability to write reports and compose business correspondence
• Ability to effectively establish rapport, present information and respond to questions from customers
• Ability to work flexible shifts and to adapt to changing work schedules
• Ability to work independently without supervision
• Frequent travel on short notice, non-standard hours. Domestic and international travel required.

Location: Berlin based for access to office as well as travel required.

Compensation and Benefits:

The base salary range for this position is 46,000-58,000€. Benefits include pension, Flexible Vacation Policy, Health Benefits, Investment in Professional and Personal Development, and much more.

Working conditions

Physical Requirements

Prolonged periods of sitting and standing. This position requires a considerable amount of lifting, bending, stooping, pushing, and pulling. Ability to lift up to 75 lbs. Protective devices required in designated areas.

BICO leverages a global portfolio of pioneering brands fusing automation, intelligence, and data to unlock scientific discovery at scale in pharma and biotech.With 53,600+ instruments installed in over 65 countries, BICO products, software, and solutions are found in more than 3,500 laboratories, including the world's top 20 pharmaceutical companies, and have been cited in over 13,000 publications. BICO strives towards the vision to enable life-science labs to accelerate the discoveries that change lives. BICO is listed on Mid-Cap, Nasdaq Stockholm under BICO. www.bico.com