Are you passionate about technology, problem-solving, and delivering exceptional service that makes a real impact in healthcare?

We’re looking for a Field Service Engineer / Customer Support Specialist to join a globally recognised clinical diagnostics company and help ensure the reliability and performance of critical laboratory instrumentation across Queensland.

About the organisation and the position

A leading international manufacturer of IVD instruments and reagents is seeking a technically minded Field Service Engineer / Customer Support Specialist to support its growing customer base across QLD.

The organisation partners with hospitals and pathology laboratories to provide advanced diagnostic solutions.

As a key member of the customer support team, you’ll play an important role in maintaining the performance of laboratory analysers while delivering responsive, high-quality technical support to customers.

This is a full-time, hybrid role combining on-site field service activities (50%) with telephone-based technical support (50%). You'll be responsible for installing, maintaining, troubleshooting and repairing diagnostic instruments, alongside guiding customers remotely through technical issues, instrument operation and maintenance.

Initially offered as a 6-month contract , this opportunity should transition into an ongoing permanent position for the successful candidate.

Responsibilities

Provide technical telephone support and online troubleshooting to hospital and laboratory customers

Guide customers remotely on instrument operation, applications, fault diagnosis and maintenance

Conduct on-site troubleshooting, repairs,



component replacements and corrective maintenance

Schedule and perform preventative maintenance in line with established service timelines

Install and de-install laboratory instruments in accordance with company specifications and safety requirements

Carry out instrument software and hardware updates and upgrades

Maintain appropriate spare parts inventory and manage stock requirements

Build and maintain strong relationships with customers, providing responsive and professional technical support

Record service calls, interventions, complaints and maintenance activities accurately in company systems

Ensure all service documentation meets company quality, safety and regulatory requirements

Work collaboratively with internal teams to maintain service standards and continuously improve customer satisfaction

Skills and experience

Tertiary qualification in Biomedical Engineering, Health Engineering or a related scientific or technical discipline

At least two years' experience in a similar role within medical diagnostics, the in vitro diagnostics (IVD) industry or a related healthcare environment

Hands-on experience working with laboratory equipment, medical instrumentation or hospital-based technologies





Strong technical troubleshooting skills, including the ability to diagnose hardware, software and connectivity issues

Good IT and computer networking skills

Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to customers

A proactive, customer-focused approach with a robust commitment to service quality

Highly organised, reliable and comfortable working autonomously while collaborating with a wider team

Adaptable, detail-oriented and committed to maintaining accurate technical documentation and quality standards

Current driver's licence and willingness to travel to customer sites across Queensland (90% of existing customers are located in the Brisbane metro area)

Queensland Government Restricted Electrical Work licence is mandatory (if you don't hold one already, you will need to obtain one before joining the organisation)

What’s on offer

An opportunity to join a globally recognised specialist in diagnostic laboratory instrumentation

A varied role combining hands-on field engineering, technical troubleshooting and remote customer support

Exposure to sophisticated diagnostic technologies used in hospital and pathology laboratories

A collaborative and supportive team environment that values technical expertise and customer relationships

The opportunity to develop your technical capabilities through ongoing exposure to diagnostic instrumentation

An initial 6-month contract with progression to a permanent ongoing position for the successful candidate

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📌 Field Service Engineer / Customer Support Specialist – QLD (Brisbane City)
🏢 Tardis Group
📍 Brisbane City