• Install, commission, calibrate, maintain, and repair Biotage laboratory instruments. • Perform preventative maintenance and corrective service activities to ensure optimal instrument performance. • Troubleshoot mechanical, electrical, and basic software issues both on-site and remotely. • Deliver prompt and effective technical support to maximize instrument uptime and customer satisfaction. • Build and maintain strong relationships with customers across pharmaceutical, biotechnology, and academic organisations. • Provide user training and operational guidance to ensure customers achieve maximum value from their Biotage systems. • Respond to service enquiries in a professional and timely manner. • Maintain accurate service documentation and reporting using company systems. • Manage spare parts inventory and support effective service planning activities. • Support service contract, warranty, and preventative maintenance programmes. • Identify opportunities to expand service offerings, including preventative maintenance contracts and instrument upgrades. • Collaborate with the local sales team by providing technical expertise and customer support. • Contribute to customer retention, service excellence, and revenue growth.

• Provide on-site and remote technical support for installation, troubleshooting, repair, and maintenance of field equipment and systems. • Diagnose and resolve hardware, software, and network issues, ensuring minimal downtime for customers. • Collaborate with engineering, product, and support teams to deliver technical solutions and improvements. • Document service activities, generate detailed reports, and maintain accurate records in compliance with company standards. • Train and mentor clients and internal team members on system operation, maintenance, and best practices. • Identify opportunities for process optimization and contribute to product feedback and continuous improvement initiatives.

• Serve as the primary technical liaison for assigned territory, supporting service-related sales initiatives and customer escalations. • Provide technical training and re-education to distributor partners and field teams on equipment capabilities, maintenance, and troubleshooting. • Monitor and improve key performance metrics such as first-time fix rate, asset uptime, and service response time. • Conduct site visits for installations, demos, and escalated service issues to ensure customer satisfaction and operational excellence. • Collaborate with Account Managers and Distributor Managers to identify service gaps and implement corrective actions. • Manage spare parts inventory and ensure compliance with standard operating procedures and safety protocols. • Support the rollout of new equipment and technical programs in the field. • Other duties as assigned.

• Provide diagnostic and technical support during servicing of High-Power Charging Stations • Travelling to HPC sites within a defined region as needed to perform maintenance, troubleshooting and repair issues • Provide technical support in order to minimize system downtime • Onsite root cause analysis, service, repair and maintenance actions • Ordering and handling of spare parts for HPC stations • Debug systems and perform remote diagnostics on field failures by reviewing data logged • Support in developing processes, documentation and diagnostic knowledge for standard service actions • Recognize trends and patterns in field failures and feedback to the central team to drive improvements • Work with engineering and operation teams to ensure new issues are fully investigated and that countermeasures are in place