• Install, commission, and qualify instruments internally and at customer sites
• Diagnose and resolve hardware, software, fluidic, optical, and electromechanical issues
• Perform preventative and corrective maintenance to maintain target system uptime
• Respond to internal and external customer escalations
• Provide on-site and remote technical support
• Represent the company professionally in customer laboratories and production environments
• Troubleshoot complex system failures using structured problem-solving (RCCA)
• Identify recurring failure modes and contribute to root cause analysis
• Document issues clearly and feed findings back to Engineering, Manufacturing, and Quality
• Support beta, early access, and commercial customers with high service expectations
• Capture field data on reliability, usage patterns, and failure rates
• Contribute to design-for-serviceability (DFS), reliability, and DFM/DFT improvements
• Support implementation of design changes, ECOs, and service bulletins
• Participate in pilot builds, validation testing, and release readiness activities
• Create and maintain service procedures, troubleshooting guides, and installation documentation
• Follow complaint handling, nonconformance, and CAPA processes
• Ensure service activities comply with company quality system requirements
• Support traceability of parts, repairs, and service actions
• Partner with Engineering to debug early designs and validate fixes
• Work with Manufacturing and Supply Chain to improve part quality and availability
• Support Product Management with customer feedback and field insights
• Assist Sales and Applications teams during critical customer interactions when needed