Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Location: Daejeon, Korea

Position Summary

The Field Service Engineer, Global Service and Support provides installation, preventive maintenance, troubleshooting, repair, and technical support for Bio and Genetic Sciences instruments, including sequencing, PCR/qPCR, and other molecular biology platforms.

Working independently at customer sites, this role is responsible for delivering high-quality technical service, minimizing instrument downtime, ensuring customer satisfaction, and supporting business growth through reliable service execution and cross-functional collaboration.

Key Responsibilities

1. Field Service & Technical Support

• Install, maintain, troubleshoot, repair, and calibrate Bio & Genetic Sciences instruments.

• Diagnose hardware, software, and system issues to restore instrument performance.

• Deliver timely on-site and remote technical support while ensuring compliance with company quality and safety standards.

2. Customer Support

• Build strong customer relationships through professional communication and responsive service.

• Clearly explain technical issues, repair status, and recommended actions.

• Manage customer expectations and escalate complex issues when needed.

3. Service Operations

• Accurately document service activities, parts usage, and customer interactions in service management systems.

• Manage work orders and service cases while meeting KPIs such as response time, first-time fix rate, preventive maintenance completion, and documentation quality.

4. Collaboration & Business Support

• Collaborate with Technical Support, Applications, Sales, Logistics, and other cross-functional teams.

• Share technical knowledge and contribute to continuous process improvement.

• Identify service contract, maintenance, and upgrade opportunities, supporting overall business growth.

Key Performance Indicators

• Response time and service resolution

• First-time fix rate

• Preventive maintenance completion

• Customer satisfaction

• Service documentation and process compliance

• Backlog management

• Technical issue resolution and collaboration

Qualifications

Required

• Bachelor's degree in Engineering, Life Sciences, Biotechnology, Biomedical Engineering, or related field.

• 3+ years of Field Service or Technical Service experience with life science, biotechnology, diagnostic, or analytical instruments.

• Experience supporting sequencing, PCR/qPCR, molecular biology, or similar laboratory instruments.

• Strong troubleshooting, communication, and customer-facing skills.

• Ability to work independently and travel within the assigned territory.

• Valid driver's license.

Preferred

• Technical English proficiency.

• Experience with service management/CRM systems.

• Understanding of molecular biology and laboratory workflows.

• Commercial awareness and continuous improvement mindset.

Core Competencies

• Technical troubleshooting

• Customer focus

• Ownership & accountability

• Service execution excellence

• Documentation & compliance

• Teamwork & collaboration

• Continuous learning

• Commercial awareness