Field Service Engineer / Customer Support Specialist – QLD

Are you passionate about technology, problem-solving, and delivering exceptional service that makes a real impact in healthcare?

We’re looking for a Field Service Engineer / Customer Support Specialist to join a globally recognised clinical diagnostics company and help ensure the reliability and performance of critical laboratory instrumentation across Queensland.

About the organisation and the position

A leading international manufacturer of IVD instruments and reagents is seeking a technically minded Field Service Engineer / Customer Support Specialist to support its growing customer base across QLD.

The organisation partners with hospitals and pathology laboratories to provide advanced diagnostic solutions.

As a key member of the customer support team, you’ll play an important role in maintaining the performance of laboratory analysers while delivering responsive, high-quality technical support to customers.

This is a full-time, hybrid role combining on-site field service activities (50%) with telephone-based technical support (50%). You’ll be responsible for installing, maintaining, troubleshooting and repairing diagnostic instruments, alongside guiding customers remotely through technical issues, instrument operation and maintenance.

Initially offered as a 6-month contract, this opportunity should transition into an ongoing permanent position for the successful candidate.

Responsibilities

• Provide technical telephone support and online troubleshooting to hospital and laboratory customers
• Guide customers remotely on instrument operation, applications, fault diagnosis and maintenance
• Conduct on-site troubleshooting, repairs, component replacements and corrective maintenance
• Schedule and perform preventative maintenance in line with established service timelines
• Install and de-install laboratory instruments in accordance with company specifications and safety requirements
• Carry out instrument software and hardware updates and upgrades
• Maintain appropriate spare parts inventory and manage stock requirements
• Build and maintain strong relationships with customers, providing responsive and professional technical support
• Record service calls, interventions, complaints and maintenance activities accurately in company systems
• Ensure all service documentation meets company quality, safety and regulatory requirements
• Work collaboratively with internal teams to maintain service standards and continuously improve customer satisfaction

Skills and experience

• Tertiary qualification in Biomedical Engineering, Health Engineering or a related scientific or technical discipline
• At least two years’ experience in a similar role within medical diagnostics, the in vitro diagnostics (IVD) industry or a related healthcare environment
• Hands-on experience working with laboratory equipment, medical instrumentation or hospital-based technologies
• Strong technical troubleshooting skills, including the ability to diagnose hardware, software and connectivity issues
• Good IT and computer networking skills
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to customers
• A proactive, customer-focused approach with a strong commitment to service quality
• Highly organised, reliable and comfortable working autonomously while collaborating with a wider team
• Adaptable, detail-oriented and committed to maintaining accurate technical documentation and quality standards
• Current driver’s licence and willingness to travel to customer sites across Queensland (90% of existing customers are located in the Brisbane metro area)
• Queensland Government Restricted Electrical Work licence is mandatory (if you don’t hold one already, you will need to obtain one before joining the organisation)

What’s on offer

• An opportunity to join a globally recognised specialist in diagnostic laboratory instrumentation
• A varied role combining hands-on field engineering, technical troubleshooting and remote customer support
• Exposure to sophisticated diagnostic technologies used in hospital and pathology laboratories
• A collaborative and supportive team environment that values technical expertise and customer relationships
• The opportunity to develop your technical capabilities through ongoing exposure to diagnostic instrumentation
• An initial 6-month contract with progression to a permanent ongoing position for the successful candidate

For more…