About the Job
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At Gene Mind, we are advancing global precision medicine and scientific discovery through innovative next-generation sequencing (NGS) technology, breaking barriers to deliver reliable, high-performance genomic solutions to laboratories, hospitals, and research institutions across the world.
Our Field Service Engineers are thefrontline technical ambassadorsof Gene Mind, building trusted customer relationships, ensuring maximum instrument uptime, and turning technical expertise into tangible customer success. Working here means joining a mission-driven, fast-growing team where your hands-on skills directly shape the progress of genomics. Surrounded by cutting-edge technology, collaborative colleagues, and meaningful work, you will grow professionally, solve impactful challenges, and build a rewarding career in one of the most dynamic industries today.

Position Summary
Field Service Engineer
Reporting to the Service Manager, the Field Service Engineer will own end-to-end on-site and remote service delivery for Gene Mind's high-precision sequencing instruments. This is a customer-centric, hands-on technical role encompassing installation, commissioning, preventive maintenance, hardware troubleshooting, repair, and technical training. You will be responsible for sustaining optimal instrument performance, driving high customer satisfaction, and supporting the reliable operation of genomic testing and research workflows—this is not purely a desk-based role, but a dynamic position requiring field execution and technical problem-solving.

Key Measures Of Success
On-time instrument installation & commissioningwith zero critical post-installation defects
High instrument uptime & fast resolutionof hardware-related technical faults
Strong customer satisfaction scoresand long-term customer loyalty
Effective knowledge transferto distributor service teams and end-user technicians
Accurate & compliant service documentation ,



including maintenance records and repair reports
Proactive preventive maintenanceexecution to minimize unplanned downtimePosition Responsibilities
Prepare comprehensive materials, documentation, and packaging for instrument installation, on-site commissioning, and after-sales maintenance, ensuring full readiness for all service activities.
Evaluate required supplies, components, and checklists for product demonstrations, coordinate preparation efforts, and follow through to guarantee flawless demo execution.
Deliver responsive hardware technical support and maintenance services for customers post-sale, conducting both on-site and remote troubleshooting to resolve malfunctions efficiently.
Design and deliver structured technical training for distributor Field Service Engineers and customer laboratory staff, building their capability to operate and maintain instruments independently.
Perform routine on-site inspections to assess instrument operating status, proactively identify potential issues, and assist customers in maintaining consistent, reliable instrument performance.
Maintain detailed, accurate service records, project documents, and technical reports in compliance with company policies and quality management standards.
Collaborate cross-functionally with sales, application, and R&D; teams to share customer feedback, resolve complex technical issues, and improve overall product reliability and customer experience.
Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position Requirements
Bachelor's degree or above inAutomation, Electronics,



Electrical Engineering, Semiconductor, Mechatronics, or related technical disciplines.
3+ years of hands-on hardware maintenance experiencein medical devices, precision analytical instruments, or life science equipment.
Proficiency in instrument assembly, disassembly, circuit troubleshooting, mechanical calibration, and hardware fault resolution for high-precision equipment.
Excellent verbal communication skills, with the ability to draft clear, compliant project documents, service reports, and technical records independently.
Strong learning agility and adaptability, with the ability to quickly master complex genomic sequencing instruments and emerging technical knowledge.
Good oral English proficiency; fluent English skills are highly preferredto support global customers and cross-regional collaboration.
Willing and able to travel frequently domestically and internationally as required to fulfill service obligations.
Customer-focused mindset, strong sense of responsibility, attention to detail, and professional work ethic with a commitment to quality service.
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Preferred

Experience & Skills
Prior experience servicing NGS sequencers, PCR instruments, or other laboratory genomic/analytical equipment is strongly preferred.
Experience delivering technical training, supporting distributor service teams, or managing multi-site service operations.
Familiarity with medical device quality systems, including ISO13485, GMP, or relevant regulatory compliance standards.
Advanced hands-on expertise with electrical, mechanical, and optical components of precision laboratory instruments.
Experience supporting integral customers or cross-cultural technical collaboration. xqbhyrx
Proactive problem-solving skills and ability to work independently with minimal supervision in field settings.

📌 Field service engineer (Arbo)
🏢 GeneMind Biosciences
📍 Arbo