Field Service Engineer; FSE II Laboratory Automation

Galatek is seeking a Field Service Engineer (FSE II) to ensure the installation, performance, reliability, and uptime of our laboratory automation systems deployed across pharmaceutical, biotech, and research customers in North America.

In this role, you will serve as the primary technical representative in the field, responsible for end-to-end service execution including installation, maintenance, troubleshooting, repair, and system optimization. You will act as a key escalation point for complex technical issues and play a critical role in ensuring customer success throughout the product lifecycle.

This is a hands‑on, customer‑facing role requiring strong technical troubleshooting ability, independence in the field, and experience working with complex laboratory or automation systems.

The position requires regular communication and technical collaboration with teams based in China; therefore, professional working proficiency in both English and Mandarin Chinese is strongly preferred.

Location: United States; 40–60% travel

Preferred Residence: Boston strongly preferred

Reports to: Field Service Lead (US)

• Install, commission, and validate laboratory automation instruments at customer sites
• Perform preventive maintenance, corrective service actions, upgrades, and system retrofits
• Diagnose and resolve mechanical, electrical, fluidic, and software-related issues
• Own instrument uptime, reliability, and service quality for assigned customer accounts
• Serve as escalation support for advanced or non-routine technical issues
• Document service activities, troubleshooting steps, and root cause analyses accurately
• Train customers on proper instrument operation and maintenance best practices
• Collaborate with Engineering, Product, and Manufacturing teams to improve system performance and serviceability
• Support field readiness for new product launches and system updates

• Bachelor’s degree in engineering, Mechatronics, Electronics, Biomedical Engineering, or related technical field (or equivalent hands‑on experience)
• 3+ years of Field Service Engineering or equivalent technical support experience in laboratory, analytical, or automation instrumentation
• Strong hands‑on experience with complex systems (robotics, motion control, fluidics, sensors, and software‑driven instruments)
• Proven ability to troubleshoot across mechanical, electrical, and software domains
• Comfortable working independently in customer‑facing field environments
• Professional fluency in English and Mandarin Chinese (strongly preferred) to support collaboration with Mandarin‑speaking customers and China‑based engineering teams
• Strong communication, problem‑solving, and customer engagement skills

• Willingness to travel 40–60% to customer sites, internal meetings, and training sessions
• Ability to travel internationally for onboarding and technical training, including approximately one month in Suzhou, China
• Valid passport and eligibility for required travel visas
• Must be legally authorized to work in the United States. Galatek is not able to provide employment visa sponsorship for this position at this time.

• Experience servicing laboratory automation platforms (e.g., liquid handling, robotics, or integrated systems)
• Experience supporting pharmaceutical or biotech customers
• Familiarity with regulated environments (GLP, GxP, clinical, or manufacturing)
• Experience contributing to service process improvements or escalation workflows
• Exposure to AI‑enabled or software‑driven laboratory systems

Galatek is building next‑generation laboratory automation platforms designed for scale, reliability, and AI‑enabled workflows. As a Field Service Engineer…