Senior Field Engineer – Product & Training

At Vitrafy Life Sciences, we’re not just part of the biotech industry, we’re redefining it by improving the quality of healthcare treatments by providing effective cryopreservation solutions. Our breakthrough cryopreservation technologies could create new global standards in the way biological materials are preserved, transported, and delivered, ultimately helping preserve life.

Our innovative cryopreservation technology provides cryopreservation solution spanning cryopreservation devices, packaging and an integrated software platform, Life Chain™, focused on retaining the quality of biological material across the entire cryopreservation supply chain.

We are Australian based, with our head office in South Melbourne, manufacturing and scientific lab based in Ballarat and established operations in the US.

ABOUT THE ROLE:

As Senior Field Engineer, Product & Training, you will spend most of your time in the field at hospitals, clinics, laboratories, and customer sites installing, commissioning, and supporting our cryopreservation systems, while serving as a key link back to our product, quality, and engineering teams. This is a high-travel, customer-facing role: expect approximately 65% travel, or roughly three weeks of every month on the road.

Reporting to the Associate Director – Service, you will balance hands-on field service and customer support with product testing and validation feedback, engineer and customer training, and the service documentation that keeps field operations consistent and audit-ready. In short, you turn what you see in the field into better products, clearer procedures, and stronger training.

This position expands the traditional field service scope by translating real-world field experience into product improvements, structured training, and clear service documentation that improve product performance, reliability, and serviceability.

Field Service & Customer Support

• Serve as the senior technical field expert for installation, commissioning, preventative maintenance, troubleshooting, and repair of cryopreservation devices
• Diagnose and resolve complex or high-impact customer issues, driving corrective actions through to resolution
• Build strong relationships with clinicians, lab staff, and biomedical engineers to ensure device performance supports clinical and operational needs
• Educate customers on system functionality, preventative maintenance, and best practices to maximize uptime and outcomes
• Balance customer urgency with safety, quality, and long-term product reliability considerations
• Provide field coverage across assigned customer sites and regions as needed

Product Development & Testing

• Partner with R&D and Product teams to support testing, validation, and field readiness of new and existing devices
• Execute and refine test plans, acceptance criteria, and deployment readiness requirements based on real-world field performance
• Capture structured feedback from field service activities and translate insights into actionable product improvements
• Collaborate with Product, Quality, and Operations teams to improve device reliability, test coverage, and serviceability

Training, Enablement & Documentation

• Develop and deliver training and enablement for field service engineers on installation, troubleshooting, and maintenance best practices
• Deliver customer training and education on system operation, preventative maintenance, and safe use to maximize uptime
• Author and maintain service documentation, work instructions, and knowledge base articles that support consistent field execution
• Standardize troubleshooting knowledge into reusable references and support onboarding of field service team members
• Contribute to continuous improvement of service documentation, training, and product serviceability

Operational Excellence

• Ensure compliance with FDA, ISO, and company quality system requirements
• Maintain accurate service, testing, and validation documentation
• Support spare parts, tools, and resource planning to improve service efficiency

ABOUT YOU:

• A Bachelor’s degree in Engineering, Electronics, or a related field is strongly preferred; however, relevant experience may be substituted for degree…