Descripción de la oferta
At GeneMind, we are advancing global precision medicine and scientific discovery through innovative next-generation sequencing (NGS) technology, breaking barriers to deliver reliable, high-performance genomic solutions to laboratories, hospitals, and research institutions across the world.Our Field Service Engineers are the frontline technical ambassadors of GeneMind, building trusted customer relationships, ensuring maximum instrument uptime, and turning technical expertise into tangible customer success. Working here means joining a mission-driven, fast-growing team where your hands-on skills directly shape the progress of genomics. Surrounded by cutting-edge technology, collaborative colleagues, and meaningful work, you will grow professionally, solve impactful challenges, and build a rewarding career in one of the most dynamic industries today.Position SummaryReporting to the Service Manager, the Field Service Engineer will own end-to-end on-site and remote service delivery for GeneMind’s high-precision sequencing instruments. This is a customer-centric, hands-on technical role encompassing installation, commissioning, preventive maintenance, hardware troubleshooting, repair, and technical training. You will be responsible for sustaining optimal instrument performance, driving high customer satisfaction, and supporting the reliable operation of genomic testing and research workflows—this is not purely a desk-based role, but a dynamic position requiring field execution and technical problem-solving.Key Measures Of SuccessOn-time instrument installation & commissioning with zero critical post-installation defectsHigh instrument uptime & fast resolution of hardware-related technical faultsStrong customer satisfaction scores and long-term customer loyaltyEffective knowledge transfer to distributor service teams and end-user techniciansAccurate & compliant service documentation , including maintenance records and repair reportsProactive preventive maintenance execution to minimize unplanned downtimePosition ResponsibilitiesPrepare comprehensive materials, documentation, and packaging for instrument installation, on-site commissioning, and after-sales maintenance, ensuring full readiness for all service activities.Evaluate required supplies, components, and checklists for product demonstrations, coordinate preparation efforts, and follow through to guarantee flawless demo execution.Deliver responsive hardware technical support and maintenance services for customers post-sale, conducting both on-site and remote troubleshooting to resolve malfunctions efficiently.Design and deliver structured technical training for distributor Field Service Engineers and customer laboratory staff, building their capability to operate and maintain instruments independently.Perform routine on-site inspections to assess instrument operating status, proactively identify potential issues, and assist customers in maintaining consistent, reliable instrument performance.Maintain detailed, accurate service records, project documents, and technical reports in compliance with company policies and quality management standards.Collaborate cross-functionally with sales, application, and R&D teams to share customer feedback, resolve complex technical issues, and improve overall product reliability and customer experience.Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.Position RequirementsBachelor’s degree or above in Automation, Electronics, Electrical Engineering, Semiconductor, Mechatronics, or related technical disciplines .3+ years of hands-on hardware maintenance experience in medical devices, precision analytical instruments, or life science equipment.Proficiency in instrument assembly, disassembly, circuit troubleshooting, mechanical calibration, and hardware fault resolution for high-precision equipment.Excellent verbal communication skills, with the ability to draft clear, compliant project documents, service reports, and technical records independently.Strong learning agility and adaptability, with the ability to quickly master complex genomic sequencing instruments and emerging technical knowledge.Good oral English proficiency; fluent English skills are highly preferred to support global customers and cross-regional collaboration.Willing and able to travel frequently domestically and internationally as required to fulfill service obligations.Customer-focused mindset, strong sense of responsibility, attention to detail, and professional work ethic with a commitment to quality service.All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.Preferred Experience & SkillsPrior experience servicing NGS sequencers, PCR instruments, or other laboratory genomic/analytical equipment is strongly preferred.Experience delivering technical training, supporting distributor service teams, or managing multi-site service operations.Familiarity with medical device quality systems, including ISO13485, GMP, or relevant regulatory compliance standards.Advanced hands-on expertise with electrical, mechanical, and optical components of precision laboratory instruments.Experience supporting global customers or cross-cultural technical collaboration.Proactive problem-solving skills and ability to work independently with minimal supervision in field settings.Who We AreGeneMind is a leading global innovator and manufacturer of next-generation sequencing (NGS) systems, powered by independent core intellectual property. We develop and deliver high-performance, reliable sequencing solutions to empower precision medicine, scientific research, and public health initiatives worldwide.We are deeply committed to fostering an inclusive, supportive workplace that values diversity, professional growth, and collaborative innovation. We prioritize employee development, encourage curiosity, and empower every team member to make a meaningful impact on our mission to advance genomic technology for global health equity.Equal Opportunity EmployerWe celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.This role is based in Valencia and is part of the Customer Service team for the Iberia region. The position is focused on delivering a high-quality service to customers while ensuring efficient order management and coordination with internal and external stakeholders.The role plays a key part in ensuring customer satisfaction, operational accuracy and compliance with agreed service levels, contributing to the overall performance of the Iberia business.WHAT ARE YOU GOING TO DO?Manage customer orders from receipt to delivery, ensuring accuracy and timeliness.Act as the main point of contact for customers in the Iberia region.Coordinate with internal departments such as Sales, Logistics, Supply Chain and Finance.Monitor order status, deliveries and potential incidents, proactively communicating with customers.Handle claims, incidents and customer queries, ensuring proper resolution.Ensure compliance with internal processes, customer requirements and agreed service levels.Maintain updated and accurate information in internal systems.Support continuous improvement initiatives within the Customer Service function.WHAT DO YOU BRING?Previous experience in Customer Service, Order Management or a similar role.Customer-oriented mindset with strong communication skills.Good organisational skills and attention to detail.Ability to work collaboratively in a team environment.Comfortable working with ERP systems and MS Office tools.Proactive attitude and problem-solving skills.Good level of English (required).WHAT DO WE OFFER?Salary according to the applicable Collective Agreement.A structured onboarding and continuous support from the team.Rotating shifts: 09:00 – 17:30 and 10:30 – 19:00.Expected start date: 24 August 2026 (or the previous week, depending on availability).Public holidays worked are compensated in accordance with the Collective Agreement, granting 1.5 days of leave for each public holiday worked.Opportunity to gain experience in a regional role within the Iberia organisation.A collaborative work environment focused on continuous improvement and customer satisfaction.Rate: Competitive/DOE (Dependent on Experience)Location: RemoteDuration: Until end of 2026 (potential extensions)About the RoleExalto Consulting are supporting a leading digital health and technology organisation in the search for an experienced Service Operations Manager .This is a high-impact operational leadership role focused on ensuring the smooth delivery of customer support, service operations, vendor management, and incident resolution across a complex technology environment. You will act as a key operational partner to senior leadership, driving service excellence, operational efficiency, and continuous improvement while working closely with customer-facing teams, engineering, product, platform operations, and third-party suppliers.The successful candidate will combine strong service operations experience with excellent stakeholder management skills and a proactive approach to problem-solving in a fast-paced, highly regulated environment.Key ResponsibilitiesService Operations & DeliveryManage operational escalations, service issues, and customer queries.Analyse support ticket trends and service performance data to identify improvement opportunities.Produce operational reporting, KPI analysis, and SLA performance reviews.Coordinate managed service providers and third-party suppliers to ensure delivery against agreed service levels.Partner with engineering and technical teams to drive resolution of production incidents and service disruptions.Prepare and deliver clear operational communications, including incident updates and maintenance notifications.Coordinate activities across support, engineering, platform operations, product teams, and external vendors.Manage supplier relationships through regular operational reviews and performance monitoring.Ensure vendors meet contractual service obligations and SLAs.Coordinate with external partners to resolve operational challenges and service issues.Incident & Problem ManagementLead operational escalation processes and facilitate rapid issue resolution.Support major incident management activities and recovery efforts.Conduct post-incident reviews and drive corrective actions to reduce repeat issues.Maintain regular communication with key stakeholders regarding incident progress and resolution.Work within regulated and compliance-driven environments, supporting quality and corrective action processes where required.Customer Success & Service ImprovementPerform detailed analysis of customer support data to identify root causes and service improvement opportunities.Manage customer complaints and ensure timely resolution and escalation where appropriate.Support customer success initiatives for strategic accounts.Drive customer satisfaction improvements and operational excellence programmes.Review customer interactions, feedback, and support performance metrics.Provide coaching and operational guidance to support teams.Support operational readiness for new customers, projects, and service deployments.Identify opportunities to improve efficiency, scalability, and service quality.Stay informed on industry trends and best practices to drive operational excellence.What You’ll BringSignificant experience (10+ years) in Service Operations, Customer Support, Service Delivery, or related operational leadership roles.Experience working within SaaS, healthcare technology, digital health, or similarly regulated environments (knowledge of GxP processes is a bonus).Strong understanding of both B2B and B2C support models.Knowledge of regulated environments and compliance frameworks.Experience managing third-party suppliers and service providers.Strong analytical skills with experience using reporting and operational analytics tools.Excellent stakeholder management and communication skills.Proven ability to manage incidents, escalations, and operational risks.Strong organisational skills with the ability to manage multiple priorities.Experience working within global, matrixed organisations and cross-functional teams.A continuous improvement mindset with a focus on service excellence and customer outcomes.Global Family Leave PolicyAt Alstom, we build what millions depend on daily - rail transportation systems that can’t afford to fail. We’re more than 85 000 people worldwide creating the industry’s most diverse portfolio: high-speed trains, metros, trams, maintenance services and integrated systems.More than a job: a missionWe’re looking for a Customer Service Team Leader to lead customer service operations for Parts, Repairs and Overhaul activities, ensuring an outstanding customer experience while driving team performance and operational excellence. You’ll work alongside people who show up with ownership, passion, and dedication - because they know what’s at stake: the journey home.Your role, your impactLead and develop the Customer Service team, ensuring high performance and customer satisfactionManage end-to-end customer relationships for Parts & Repairs sales, from opportunity identification to payment collectionOversee customer inquiries, orders, returns and complaint resolution within your portfolioDefine pricing tactics in collaboration with Operations Managers and Customer DirectorsMonitor delivery performance through KPI management, root cause analysis and corrective actionsDrive continuous improvement initiatives in line with the APSYS roadmapCoordinate performance reviews with Customer Service, Supply Chain, Procurement and Repair Center teamsIdentify customer needs and business opportunities, providing valuable feedback to Sales and Customer DirectorsYou’ll work with sharp, committed teams across engineering, operations, supply chain and customer management - solving complex challenges that shape the future of mobility.What you bringDegree in Engineering, Industrial Studies, Business Administration or a comparable fieldHigh level of EnglishExperience in people management and team leadershipExperience in Customer Service and/or Supply Chain environmentsKnowledge of SAP Sales & Delivery modulesStrong communication and stakeholder management skillsHow success is measuredCustomer satisfaction and responsiveness to inquiries and complaintsDelivery KPI performance and implementation of improvement plansTeam engagement, development and operational efficiencyQuality and timeliness of commercial and customer service processesContribution to continuous improvement and business growth opportunitiesAlstom, a great place to growEnjoy stability, challenges and a long-term career free from boring daily routinesCollaborate with transverse teams and helpful colleaguesContribute to innovative projectsUtilise our cooperative working environmentSteer your career in whatever direction you choose across functions and countriesBenefit from our investment in your development, through award-winning learningBenefit from a fair and dynamic reward package that recognises your performance and potential, plus comprehensive and competitive social coverageHere, progress isn’t always easy - the scale is massive, the tasks are complex - but the impact is real. Because when the system runs, the train moves, and the city connects - that feeling stays with you. And the legacy lasts.
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