• Field Service Engineer, Greater China

    Job Locations CN-31
    Job ID
    # of Openings
  • Overview

    We love automation. We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. HighRes Biosolutions helps scientists accelerate drug discovery, high throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science and molecular diagnostics with highly flexible, expandable and modular integrated systems, bench-top devices and consumables that are easily configured (and reconfigured) to create research environments conducive to achieving breakthrough results.


    We are building a team in China to support our growth and provide the best service to our customers. We are looking at highly motivated customer focused individuals to join our team. As part of our team you will also receive extensive training, to learn new skills or complete your existing experience to match our company standards.


    Travel up to 50% across China (mostly in Shanghai area). Domestic and international travel, passport required


    If you are interested, please contacted: s.lin@altios.com


    In this highly visible role, you'll be responsible for on-site support, interfacing with clients for technical support.

    • Deployment and calibration of new HighRes devices on customer sites as well as future upgrades of installed devices.
    • HighRes robotic system support on customer sites as well as upgrade of installed systems, in conjunction with other HighRes team members.
    • Issue resolution both via back office support (telephone, email, remote connection) and customer site visits within defined service level agreements.
    • Clear, concise and accurate updates of the customer support management system for issue handling and customer communication.
    • The development of customer relationships in co-ordination with regional service/sales manager, customer service director and other customer facing people within the organization.
    • Follow up with customers upon completion of issues to maintain the highest level of service and customer satisfaction.
    • Hands on mechanical/electrical debugging and working on machine components.
    • First line issue handling, diagnosis and communication with customers for HighRes devices and our range of robotic systems.
    • Re-integration of HighRes devices back into HighRes systems by re-teaching the robotic system (if required) and checking device/system operation, following any installation or service work.
    • Work cross functionally with electrical/mechanical engineers, firmware development and R&D/Manufacturing team
    • Fast pace environments with evolving customer requirements.
    • Field service of refrigeration and environmental control devices.


    • Minimum BSc in Computer Science, Robotics or Engineering disciplines. Relevant hands on electrical/instrument/automation. Alternatively, job experience in lieu of qualification will be considered.
    • Minimum 3 years’ experience in a field service/customer facing hands on technical role.
    • Experience of instrumentation/device maintenance (electrical/mechanical).
    • Experience of control software/firmware from a service and maintenance perspective and medium to high level problem diagnosis.
    • Experience of robotic/automation system service and maintenance.
    • Experience within the Life Science and/or Pharmaceutical Industry would be an advantage.
    • Experience of issue reporting and tracking tools.
    • Familiarity with pneumatic control systems.
    • Native Chinese with very good English communication skills.
    • HVAC /cooling/environmental control systems experience is a big plus.
    • Requires high attention to detail and root cause problem resolution.
    • Excellent problem solving and troubleshooting skills, required to overcome unforeseen challenges quickly and effectively.
    • Work effectively as team member and individually.
    • Excellent communication skills.
    • Working knowledge of computers is required.
    • DOS, Linux, and networking experience preferred.


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