Technical Support Engineer (Russia)

About the Role:

We are looking for a local Technical Support Engineer in Russia to handle all technical issues related to customer inquiries, and to maintain daily communication with the HQ technical, product, and service teams. This role bridges our local customers and global support network.

Key Responsibilities:

1.Customer Technical Support (Primary)

• Handle all technical questions and issues from local customers and distributors.
• Diagnose hardware/software faults remotely or on-site, and guide repairs until closure.
• Document cases and deliver fault analysis reports to HQ for product iteration.

2.Daily Coordination with HQ

• Maintain daily communication with HQ technical, product, and service teams.
• Escalate critical issues and feedback from the Russian market to HQ promptly.
• Align local support activities with global service standards.
• HQ's and Customer's equipment certification and equipment's validation processes technical, communicational and organizationsl support.

3.Pre-sales & On-site Support

• Support local sales and distributors with technical exchanges, solution design, and customer Q&A.
• Assist with instrument installation, commissioning, performance verification, and acceptance testing.
• Conduct customer training on instrument operation and maintenance.

4.Training & Documentation

• Deliver technical training to local sales teams, distributor engineers, and end users.
• Maintain local language (Russian/English) operation manuals, SOPs, and training materials.
• Build and update a local knowledge base of common faults and application cases.

Qualifications:

1. Bachelor's degree or above in Chemistry, Analytical Chemistry, Biology, Instrument Science, Measurement & Control, Mechanical Engineering, or related fields.
2. Minimum 3 years of relevant experience in technical support for analytical instruments or laboratory equipment.
3. Fluent in Russian and English (both written and spoken). Chinese proficiency is a strong plus.
4. Familiar with lab instrument installation, commissioning, calibration, and troubleshooting.
5. Knowledge of GLP, ISO lab standards, or on-site project delivery experience is preferred.
6. Excellent communication and problem-solving skills; able to work independently and handle complex technical issues.
7. Willing to travel domestically and occasionally internationally for short-term assignments.