Field Service Engineer - BioMonitoring

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Your Role
The BioMonitoring Engineer is a field-based technical role within the BioMonitoring Division, responsible for the installation, qualification, preventive maintenance, repair, and ongoing technical support of BioMonitoring instruments at customer sites across Singapore. Operating at the intersection of technical excellence and customer service, the role plays a key part in driving service revenue, supporting sales growth, and ensuring customers in GMP pharmaceutical, biotech, and food & beverage environments receive best-in-class instrument performance and compliance support.
What You Do
Installation, Qualification & Preventive Maintenance
Install, commission, validate, and qualify BioMonitoring instruments at customer sites in accordance with established protocols and GMP/GLP requirements.
Perform Installation Qualification (IQ) and Operational Qualification (OQ) activities, ensuring all documentation meets regulatory and customer standards.
Execute scheduled preventive maintenance and calibration services on installed instruments, maintaining full compliance with service SOPs.
Diagnose, troubleshoot, and repair instrument faults in the field, restoring equipment to full operational status with minimal customer downtime.
Ensure availability of the correct consumables, spare parts, and materials prior to each installation, maintenance visit, or validation activity.
Adhere strictly to established standards, service protocols, and safety procedures across all field activities.
Reporting & Scheduling
Produce timely, accurate, and complete field service reports for every customer visit, capturing work performed, parts used, and follow-up actions required.
Plan and schedule service visits, preventive maintenance calls, and follow-up activities promptly and in alignment with customer needs and SLA commitments.
Respond to customer service requests in a professional and timely manner, keeping customers informed of progress and expected resolution timelines.
Customer Support & Training
Deliver hands-on technical support and instrument training to customers, end-users, and site personnel at customer facilities.
Act as a trusted technical advisor, proactively identifying customer challenges and recommending appropriate solutions.
Align with team and organisational objectives to contribute to continuous improvement of the customer experience.
Asset & Equipment Management
Maintain, service, and ensure the security of all company assets assigned to the role, including laptops, mobile devices, sample stocks, and technical literature.
Monitor, maintain, and manage calibrators and reference standards, ensuring all are in-date, traceable, and correctly documented.
Keep a complete and accurate inventory of spare parts and consumables held in the field to support service operations.
Sales Support & Service Revenue
Actively promote and sell service contracts, IOQ services, and consumables to customers during field visits and follow-up interactions.
Take personal accountability for achieving assigned service revenue and contract revenue targets.
Support the sales team by identifying and passing on leads, cross-sell opportunities, and instrument upgrade prospects identified during customer interactions.
CRM & Installed Base Management
Maintain and regularly update the Installed Base records for all BioMonitoring instruments under the assigned Singapore territory in SFDC (Salesforce).
Log all service activities, customer interactions, and follow-up actions in the CRM system in a timely and accurate manner.
Record and update sales opportunities and leads in SFDC to support BioMonitoring business development and pipeline visibility.
Team & Partner Support
Collaborate with and support the local team, including sales and application specialists, to deliver integrated customer solutions.
Provide technical guidance, instrument training, and operational support to authorised dealers and third-party service providers as required.
Share technical knowledge, field insights, and customer feedback with the wider service and product teams to support continuous improvement.
Meetings, Events & Representation
Attend internal team meetings, sales conferences, training course