Job Description Summary

Are you looking to use your engineering experience in a purpose-driven role? At STEMCELL Technologies, your work will have a direct and positive impact on advancing scientific research in fields such as cancer, immunology, and tissue engineering. As a Senior Field Service Engineer, you will work closely with our customers to ensure their instruments are operating optimally for their research needs including testing, troubleshooting, preventative maintenance, and assembly of STEMCELL instruments. This is an exciting opportunity to service our rapidly growing customer base in Shanghai and contribute to our growing, international service team.

Please note this is a full-time on-site position located in Shanghai but does require on-site customer visits servicing primarily the China regions, with travel estimated at 50%. Preference will be given to candidates in the Shanghai regions.

Job Description

Duties and Responsibilities

• Execute on-site installations, repairs, preventative maintenance, and qualification procedures for STEMCELL instrumentation.

• Identify, propose, and implement solutions for instrument and service issues, ranging from basic to advanced complexity.

• Deliver timely and accurate technical assistance to customers via phone, virtual meetings, email, and on-site visits.

• Provide technical support and training to the sales team to facilitate increased STEMCELL product sales.

• Manage and maintain service parts inventory, targeting an accuracy of 90% or higher in inventory counts.

• Ensure optimal performance of demonstration instruments through regular inspections and necessary repairs.

• Coordinate with the distribution team on instrumentation transfer logistics.

• Assist in training junior team members and perform other assigned duties.

Knowledge and Qualifications

• Bachelor’s degree or equivalent, preferably in engineering or related field

• 6+ years of relevant experience, preferably in field service within ISO 13485 or GMP environments.

• Demonstrated proficiency in English (verbal, written, comprehension), effectively participating in detailed international discussions.

• Ability to read and interpret mechanical and electrical drawings and diagrams.

• Proven experience in handling documentation, adhering to good documentation practices.

• Excellent collaboration and customer-facing skills, with a demonstrated history of maintaining high customer satisfaction and instrument performance.

• Able to work independently with minimal oversight, adhering to Standard Operating Procedures (SOPs) and maintaining clear communication..

• Self-sufficient in managing travel arrangements and providing detailed expense reports.

• Familiarity with complex systems such as robotics, optics, liquid handling, automation, machine controls, and software is an asset

• Experience with ERP (e.g., SAP) and CRM (e.g., Salesforce) systems is an asset

• Prior experience in healthcare, laboratory, and clean room environments is a plus.

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact. 

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

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