Field Service Engineer Lead

Nagi Bioscience is an exciting startup operating in the thriving field of life science instrumentation. Headquartered in the heart of one of Switzerland's top technology poles, the EPFL Innovation Park in Saint-Sulpice, overlooking the stunning Léman Lake, we are on a mission to accelerate the transition to the new era of biological testing, where scalability, efficiency, sustainability, and ethics can finally go hand in hand.

Our first product, SydLab OneTM, pioneers the field of Organism-on-Chip technologies, a new class of laboratory devices enabling the discovery and testing of new drugs and chemicals using microorganisms instead of traditional animal tests.

As a consequence of our recent financing round and our ambitious growth plans, we are now seeking talented individuals to join our team and be part of our groundbreaking journey.

As an Field services Engineer Lead, you will play a crucial role in providing support to our clients, ensuring the optimal performance of our products, and fostering strong relationships to drive customer satisfaction. This role requires a diverse skill set encompassing mechanical, electrical, and electronic expertise, along with a proactive and positive mindset.

• Priority Management : Effectively manage and prioritize multiple customer requests, ensuring timely and efficient resolution of issues. Balance urgent and routine tasks to meet customer needs while maintaining high standards of service quality.
• Troubleshoot and resolve technical issues: Diagnose, troubleshoot, and resolve complex technical issues related to our products and services. Provide timely and effective solutions to minimize downtime and ensure customer satisfaction
• Documentation and Methodology: Create and maintain detailed documentation & process, including guidelines and standard operating procedures for troubleshooting and maintenance. Ensure all documentation is up-to-date and easily accessible for both customers and internal teams.
• Periodic maintenance : Conduct scheduled preventive maintenance on our products installed at customer sites to ensure their longevity and optimal performance.
• Customer training and support : Deliver on-site training and guidance to customers on the proper use and maintenance of our products. Help customers understand best practices and provide them with the necessary tools and knowledge to avoid future issues.
• Relationship building : Establish and maintain strong, professional relationships with customers, demonstrating excellent interpersonal and communication skills. Be approachable, empathetic, and responsive to their needs and concerns.
• Collaboration with R&D : Work closely with our Research & Development team to share ideas and recommendations for product improvements and new features based on customer feedback and your field experience. Contribute to the development of next-generation products that meet and exceed customer expectations.
• Manufacture equipment : Manufacture the assembly , sub assembly and all the equipment by following technical drawings. Utilize mechanical, electrical, and electronic skills to ensure precise assembly and functionality.

Technician diploma or equivalent certification in a relevant field (mechanical, electrical, electronics, etc.).

Proven experience as a field service engineer, engineer support specialist, or similar role in a related industry.

Strong technical aptitude and problem-solving skills, with the ability to quickly learn and adapt to new technologies.

Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.

A customer-centric mindset, with a dedication to providing exceptional service and support.

Self-motivated and able to work independently, as well as collaboratively within a team environment.

Willingness to travel as needed to support customer sites 50 % to 100%.

A valid driver's license.

Positive attitude, adaptability, and willingness to learn new technologies and techniques.

An innovative, dynamic and fast-paced work environment where you can make a significant impact and experience rapid and substantial professional growth.

Access to unique technology and a compelling value proposition that sets us apart in the market.

An exceptionally motivating position with daily exposure to world-class innovation within your field of expertise.

A dynamic and multi-disciplinary team of passionate professionals, sharing ideas and collectively driving science and innovation forward.

A tangible contribution to create a better future for biological testing and replace old school animal tests.