Field Service Engineer, Global Service and Support (Dae-Jeon)

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description

Location: Daejeon

Position Summary The Field Service Engineer, Global Service and Support is responsible for delivering high-quality field service support for customers in Daejeon. This role performs installation, preventive maintenance, troubleshooting, repair, calibration, and technical support for Bio and Genetic Sciences instruments, including sequencers, PCR/qPCR systems, optical analysis instruments, and other molecular biology platforms.

The successful candidate will work independently at customer sites, resolve technical issues efficiently, ensure high customer satisfaction, and contribute to service excellence through reliable execution, accurate documentation, and cross-functional collaboration.

Key Responsibilities

1. Field Service Execution Perform installation, preventive maintenance, troubleshooting, repair, calibration, and qualification support for Bio & Genetic Sciences instruments.

Support sequencing, PCR/qPCR, optical analysis, and other molecular biology platforms.

Diagnose hardware, software, application, and system performance issues using established service procedures and technical documentation.

Deliver timely field service while ensuring compliance with company quality, safety, and customer standards.

Take ownership of service cases from initial response through resolution.

1. Customer Support & Technical Problem Solving Provide professional on-site and remote technical support while building strong customer relationships.

Communicate technical issues, repair status, and recommended actions clearly to customers.

Analyze recurring technical issues and collaborate with Technical Support, Applications, and Product Specialists to resolve complex cases.

Share field experience and best practices to support continuous improvement.

1. Service Operations & Documentation Accurately document service activities, parts usage, customer communications, and follow-up actions in the service management system.

Manage work orders, RT, RCT, CAS, and other service processes in a timely and compliant manner.

Support key service KPIs, including response time, first-time fix, preventive maintenance completion, backlog management, and customer satisfaction.

Ensure compliance with company policies related to safety, quality, and data integrity.

1. Collaboration & Business Support Collaborate with Field Service, Technical Support, Applications, Commercial, Logistics, and other cross-functional teams.

Coordinate resources and share technical knowledge to improve service efficiency and team capability.

Identify opportunities related to preventive maintenance, service contracts, billable repairs, and customer training, supporting overall business growth.

Key Performance Indicators Field service response and resolution performance

Preventive maintenance completion

First-time fix rate and repair quality

Customer satisfaction

RT, RCT, CAS, and service process compliance

Service documentation accuracy and backlog management

Technical issue resolution and team collaboration

Parts usage accuracy and service cost awareness

Required Qualifications Bachelor's degree in Engineering, Life Sciences, Biotechnology, Biomedical Engineering, or a related technical field.

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

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

Strong troubleshooting capability across hardware, software, and system performance.

Ability to work independently, manage multiple service priorities, and travel within the assigned territory.

Strong customer communication skills and commitment to quality, safety, and service excellence.

Valid driver's license.

Preferred Qualifications

• Technical English proficiency.

• Experience supporting Bio & Genetic Sciences, molecular diagnostics, or analytical instruments.

• Understanding of molecular biology workflows, including sequencing, PCR/qPCR, and sample preparation.

• Experience using service management systems, CRM tools, or remote diagnostic platforms.

• Strong analytical, teamwork, and continuous improvement mindset with commercial awareness.

• Core Competencies Technical Troubleshooting & Problem Solving

• Customer Focus & Communication

• Ownership & Accountability

• Service Execution & Process Compliance

• Continuous Learning

• Safety & Quality Awareness

• Commercial Awareness

• Cross-functional Collaboration