Company Description
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Xyall is a venture-backed molecular diagnostics scale-up founded in 2018. The company delivers advanced solutions that improve the precision and efficiency of tumor tissue selection for molecular testing, directly supporting optimized cancer treatment decisions.
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Role Description
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The Field Service Engineer is responsible for delivering high-quality technical service and operational support to Xyall’s customers across North America. Acting as the primary technical interface for customers, this role combines hands-on field service work with strong customer-facing communication and requires solid mechanical, electrical, and IT troubleshooting capabilities.
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You will be responsible for the installation, maintenance, troubleshooting, and optimization of Xyall systems in clinical and laboratory environments. The role requires a proactive and structured engineer who is comfortable working independently in the field, collaborating across international teams, and supporting customers in a regulated medical device environment compliant with ISO 13485 standards.
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The Field Service Engineer contributes directly to system reliability, customer satisfaction, service quality, and the successful adoption of Xyall technology in a fast-growing medtech environment.
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Tasks & Responsibilities
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Field Service Operations
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- Act as the primary technical contact for customers in the United States, ensuring timely, professional, and solution-oriented support.
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- Perform on-site installation, commissioning, calibration, and operational qualification of Xyall systems.
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- Execute preventive maintenance, system inspections, upgrades, and repair activities according to service procedures and regulatory requirements.
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- Independently diagnose and troubleshoot mechanical, electrical, software, and system-level issues both remotely and on-site.
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- Analyze logging information, hardware performance, software behavior, and customer-reported issues to identify root causes and define corrective actions.
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- Escalate complex technical issues when needed while maintaining ownership of communication and follow-up with the customer.
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- Travel to customer sites, including occasional short-notice visits for critical service situations.
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Technical Support & Service Quality
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- Maintain accurate service documentation and records in compliance with Xyall Service SOPs and ISO 13485 requirements.
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- Monitor open service cases proactively to ensure timely resolution and high-quality case closure.
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- Manage spare parts inventory, replacement components, and shipment coordination to minimize customer downtime.
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- Support continuous improvement of service procedures, technical documentation, and troubleshooting processes.
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- Contribute feedback from the field to improve product reliability, usability, and serviceability.
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Customer Support & Relationship Management
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- Build strong working relationships with laboratory staff, pathologists, technical personnel, and operational stakeholders.
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- Support customers in optimizing system usage and maintaining operational continuity.
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- Deliver basic operator and maintenance training during installations and service visits.
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- Ensure a high level of customer confidence through professional communication, responsiveness, and technical expertise.
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Cross-Functional Collaboration
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- Collaborate closely with Technical Support, Quality, Operations, Logistics, Sales, and R&D teams to resolve technical issues and improve customer outcomes.
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- Coordinate service activities and installations with European headquarters and external partners when required.
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- Support field feedback collection and contribute to continuous product and process improvements.
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Success Metrics
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- Timely completion of installations, preventive maintenance, and repair activities
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- High-quality and accurate service documentation
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- Effective troubleshooting and case resolution
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- Service response and customer satisfaction levels
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- System uptime and operational reliability at customer sites
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Requirements
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Education & Experience
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· Bachelor’s degree in Mechatronics, Mechanical Engineering, Electrical Engineering, IT/Computer Engineering, or a related technical field.
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· 3–5 years of hands-on field service, technical support, or equipment maintenance experience within the medical device, laboratory automation, or high-tech industry.
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· Experience troubleshooting electromechanical systems and Windows-based hardware/software environments.
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· Familiarity with network-connected devices, system logging, and software-driven equipment.
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· Experience working in regulated environments, preferably within medical devices or laboratory systems.
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· Familiarity with ERP, CRM, and service ticketing systems.
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· Affinity with pathology, molecular diagnostics, biomedical workflows, or laboratory automation is strongly preferred.
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Technical & Operational Competencies
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- Strong troubleshooting and root cause analysis skills across mechanical, electrical, and software-related issues.
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- Hands-on and pragmatic approach to technical problem-solving.
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- Ability to work independently in customer-facing environments with minimal supervision.
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- Structured and detail-oriented approach to documentation and service execution.
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- Proactive mindset focused on continuous improvement and customer outcomes.
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Communication & Collaboration
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- Strong written and verbal communication skills.
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- Ability to explain technical topics clearly to both technical and non-technical users.
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- Professional and customer-oriented approach in managing service situations and escalations.
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- Comfortable collaborating across international teams and time zones.
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Personal Skills
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- Customer-focused and committed to delivering high-quality service.
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- Reliable, structured, and accountable in follow-up and execution.
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- Calm and solution-oriented under pressure.
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- Adaptable and comfortable in a fast-paced scale-up environment.
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- Strong sense of ownership and responsibility.
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Additional Information
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- Travel within the United States up to 50-70%, depending on customer and business needs.
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- Ability to travel on short notice for urgent customer support situations.
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Expected Pay Range: $100,000 to $115,000 Annual. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.