AI EM Customer Service Engineer

Job Description

We are looking for a hands-on, detail-oriented Customer Service Engineer to provide system technical support and maintenance services for Borries Optimus 100 AI EM system installed at U.S. customer sites. This position will serve as the first line of response for system troubleshooting, maintenance, calibration, and installation support.

Key Responsibilities :

 Perform on-site installation, troubleshooting, diagnostics, and repair of our AI EM systems.

 Handle preventive and corrective maintenance according to manufacturer guidelines.

 Maintain detailed service logs and customer records.

 Train customers on proper system operation and basic maintenance.

 Coordinate with remote technical teams for advanced troubleshooting and part replacements.

 Provide post-installation service and warranty support.

 Respond to customer service requests within a defined SLA timeframe.

Qualifications :

 Bachelor’s degree in electrical engineering, mechanical engineering or related field.

 3+ years of field service support experience, preferably with electron microscopy or other complex high precision scientific instruments.

 Strong mechanical aptitude and comfort working with high-voltage equipment and vacuum systems.

 Excellent communication, time management, and customer-facing skills.

 Willingness to travel Singapore and locally within California or the West Coast as needed.