Xyall

Company Description

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.

Role Description

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.

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.

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.

Tasks & Responsibilities

Field Service Operations

• Act as the primary technical contact for customers in the United States, ensuring timely, professional, and solution-oriented support.
• Perform on-site installation, commissioning, calibration, and operational qualification of Xyall systems.
• Execute preventive maintenance, system inspections, upgrades, and repair activities according to service procedures and regulatory requirements.
• Independently diagnose and troubleshoot mechanical, electrical, software, and system-level issues both remotely and on-site.
• Analyze logging information, hardware performance, software behavior, and customer-reported issues to identify root causes and define corrective actions.
• Escalate complex technical issues when needed while maintaining ownership of communication and follow-up with the customer.
• Travel to customer sites, including occasional short-notice visits for critical service situations.

Technical Support & Service Quality

• Maintain accurate service documentation and records in compliance with Xyall Service SOPs and ISO 13485 requirements.
• Monitor open service cases proactively to ensure timely resolution and high-quality case closure.
• Manage spare parts inventory, replacement components, and shipment coordination to minimize customer downtime.
• Support continuous improvement of service procedures, technical documentation, and troubleshooting processes.
• Contribute feedback from the field to improve product reliability, usability, and serviceability.

Customer Support & Relationship Management

• Build strong working relationships with laboratory staff, pathologists, technical personnel, and operational stakeholders.
• Support customers in optimizing system usage and maintaining operational continuity.
• Deliver basic operator and maintenance training during installations and service visits.
• Ensure a high level of customer confidence through professional communication, responsiveness, and technical expertise.

Cross-Functional Collaboration

• Collaborate closely with Technical Support, Quality, Operations, Logistics, Sales, and R&D teams to resolve technical issues and improve customer outcomes.
• Coordinate service activities and installations with European headquarters and external partners when required.
• Support field feedback collection and contribute to continuous product and process improvements.

Success Metrics

• Timely completion of installations, preventive maintenance, and repair activities
• High-quality and accurate service documentation
• Effective troubleshooting and case resolution
• Service response and customer satisfaction levels
• System uptime and operational reliability at customer sites

Requirements

Education & Experience

·      Bachelor’s degree in Mechatronics, Mechanical Engineering, Electrical Engineering, IT/Computer Engineering, or a related technical field.

·      3–5 years of hands-on field service, technical support, or equipment maintenance experience within the medical device, laboratory automation, or high-tech industry.

·      Experience troubleshooting electromechanical systems and Windows-based hardware/software environments.

·      Familiarity with network-connected devices, system logging, and software-driven equipment.

·      Experience working in regulated environments, preferably within medical devices or laboratory systems.

·      Familiarity with ERP, CRM, and service ticketing systems.

·      Affinity with pathology, molecular diagnostics, biomedical workflows, or laboratory automation is strongly preferred.

Technical & Operational Competencies

• Strong troubleshooting and root cause analysis skills across mechanical, electrical, and software-related issues.
• Hands-on and pragmatic approach to technical problem-solving.
• Ability to work independently in customer-facing environments with minimal supervision.
• Structured and detail-oriented approach to documentation and service execution.
• Proactive mindset focused on continuous improvement and customer outcomes.

Communication & Collaboration

• Strong written and verbal communication skills.
• Ability to explain technical topics clearly to both technical and non-technical users.
• Professional and customer-oriented approach in managing service situations and escalations.
• Comfortable collaborating across international teams and time zones.

Personal Skills

• Customer-focused and committed to delivering high-quality service.
• Reliable, structured, and accountable in follow-up and execution.
• Calm and solution-oriented under pressure.
• Adaptable and comfortable in a fast-paced scale-up environment.
• Strong sense of ownership and responsibility.

Additional Information

• Travel within the United States up to 50-70%, depending on customer and business needs.
• Ability to travel on short notice for urgent customer support situations.

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.