Service Manager/Team Lead Salary: £50k - £70k Credit Card Bonus Location: Remote – South UK nGenium is currently recruiting for a global specialist provider of analytical instrumentation and laboratory equipment service and support working with pharmaceutical companies and research facilities across the UK, EU and the US.
Through continued growth they are looking for an experienced Field Service Engineer/Manager within analytical instrumentation to manage a small team of field service engineers across the UK and EU.
In this role you will also utilize your field service engineering experience to perform the installation, preventive maintenance and repair of biotech instrumentation/systems.
Building great customer relations to ensuring stability and future success.
You will also manage a team of Field Service Engineers and serve as a senior customer service representative.
Primary Duties and Responsibilities: Regularly check in with clients to ensure satisfaction, promptly address any concerns, and consistently deliver courteous and efficient service.
Maintain open communication with customers, team members, and management, providing timely feedback on customer needs, competitive insights, and sales leads to the appropriate account manager.
Deliver both immediate and follow-up support, evaluating and diagnosing customer issues to determine the best repair strategy.
Effectively organize, prioritize, and schedule tasks to meet both internal and external demands, ensuring smooth and timely service delivery.
Use your technical skills and judgment for system installations, troubleshooting, repairs, testing, refurbishing, maintenance, and validation of equipment.
Keep thorough records of service calls, including type of visit (e.g., urgent vs. routine), services provided, suggested parts for future visits, and any recommended design improvements.
Follow all regulatory guidelines and company protocols to ensure compliance and uphold process and procedural standards.
Work across diverse settings, including hospitals, clinics, and physician offices, which may require working in confined spaces.
Be prepared for some international travel and an unpredictable schedule.
A suitable candidate for this position would need: Degree or HND in electronics or engineering or military equivalent training or equivalent job experience.
Extensive experience as a Field Service engineer within complex biotechnology and chromatography instrumentation – (HPLC, LCMS) (Essential) Fully proficient at performing installation, preventive maintenance and repair of biotech instrumentation/systems.
Excellent people skills and ability to effectively manage a team.