Introduction
We are looking for an ambitious and talented Team Lead & Field Service Engineer based in Ballerup, Denmark. The ideal candidate has a minimum of 10 years of experience in servicing and maintaining scientific, analytical, biomedical, or laboratory equipment.
About the Role
The Team Lead for the 1st Level Service and Support Team plays a critical role in leading and developing the regional Field Service Engineering and Technical Support function across Europe. The role combines people leadership, hands-on technical support, and customer-facing field activities, working closely with the team to ensure a high level of customer satisfaction and operational excellence.
With a strong focus on customer experience, the Team Lead works in close collaboration with the Application Science Manager for the region and Regional Account Managers to ensure seamless service delivery, proactive customer engagement, and successful resolution of technical challenges.
In this position, you should expect approximately 50% travel. Travel within Europe will typically involve up to two overnight stays per trip, while overseas travel may involve longer stays. We expect 80 to 100 overnight travel days per year.
About Us
Sophion Bioscience is a leading global life science company founded in 2000 by a group of passionate electrophysiologists with the aim of making patch clamping objective and independent of user skill.
We specialize in developing and manufacturing automated patch clamp and cell line solutions. Through our comprehensive technical, biological, and application support, we help our partners advance ion channel research and drug discovery. We take the voodoo out of patch clamping, enabling faster, more accurate, and objective results for our users.
Through the continued development of our QPatch, Qube 384 and Ethica M platforms, we offer uncompromised data quality in a user-friendly environment, from assay setup to advanced data analysis.
We are headquartered in Denmark and have subsidiaries in the United States, Japan, and China.
What You'll Do
Team Leadership
- Supervision: Oversee the daily operations of the 1st Level Service Team, ensuring efficient workflows and adherence to service standards.
- Motivation: Foster a positive team environment, encouraging collaboration and professional development among team members.
- Performance Management: Conduct regular performance evaluations, provide constructive feedback, and set goals for team members.
Technical Expertise
- On-Site Service: Actively participate in on-site installations, service visits, and breakdown support activities, demonstrating technical expertise and leadership.
- Remote Support: Actively participate in remote support sessions with customers related to installations, system maintenance, and breakdown support.
Customer Interaction
- Customer Relations: Act as the primary point of contact for key customers, addressing concerns and building strong relationships.
- Feedback Collection: Gather customer feedback during service visits to identify areas for improvement and enhance customer satisfaction.
Coordination and Communication
- Escalation Management: Act as a liaison between the 1st Level Team and 2nd Level Support, ensuring effective communication and timely escalation of unresolved issues.
- Best Practices: Identify and implement best practices to improve service delivery and operational efficiency across the team.
Who You Are
You are an experienced service professional with a passion for customer success, technical excellence, and team leadership. You thrive in a hands-on environment where no two days are the same and enjoy balancing strategic leadership responsibilities with direct customer engagement.
We imagine that you:
- Have a minimum of 10 years of experience servicing and maintaining scientific, analytical, biomedical, or laboratory equipment.
- Have previous experience leading, mentoring, or coordinating technical service teams.
- Possess strong troubleshooting and diagnostic skills across hardware, software, and integrated instrument systems.
- Are highly customer-focused and motivated by delivering exceptional service experiences.
- Communicate effectively with customers, colleagues, and stakeholders at all levels of an organization.
- Have the ability to remain calm and solution-oriented in high-pressure situations.
- Enjoy working independently while also collaborating closely with cross-functional teams.
- Are organized, proactive, and capable of managing multiple priorities simultaneously.
- Are willing and able to travel extensively throughout Europe and occasionally overseas (approximately 80 to 100 overnight travel days per year).
- Are fluent in English; additional European languages are considered an advantage.
How to Apply
Please apply via LinkedIn.
If you have questions about the role, you are welcome to contact the hiring manager, the General Manager & Commercial Director, EMEA & RoW.
Questions
Please submit your questions through the LinkedIn application process (or to your internal recruiting contact, if applicable).
Start Date
As soon as possible.
We review applications on an ongoing basis and close the recruitment process once we have found the right candidate. If this opportunity excites you, we encourage you to apply as soon as possible.
