Senior Field Engineer – Product & Training

ABOUT US: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, LifeChain™, 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 devicesDiagnose and resolve complex or high-impact customer issues, driving corrective actions through to resolutionBuild strong relationships with clinicians, lab staff, and biomedical engineers to ensure device performance supports clinical and operational needsEducate customers on system functionality, preventative maintenance, and best practices to maximize uptime and outcomesBalance customer urgency with safety, quality, and long-term product reliability considerationsProvide field coverage across assigned customer sites and regions as neededProduct Development & Testing Partner with R&D and Product teams to support testing, validation, and field readiness of new and existing devicesExecute and refine test plans, acceptance criteria, and deployment readiness requirements based on real-world field performanceCapture structured feedback from field service activities and translate insights into actionable product improvementsCollaborate with Product, Quality, and Operations teams to improve device reliability, test coverage, and serviceabilityTraining, Enablement & Documentation Develop and deliver training and enablement for field service engineers on installation, troubleshooting, and maintenance best practicesDeliver customer training and education on system operation, preventative maintenance, and safe use to maximize uptimeAuthor and maintain service documentation, work instructions, and knowledge base articles that support consistent field executionStandardize troubleshooting knowledge into reusable references and support onboarding of field service team membersContribute to continuous improvement of service documentation, training, and product serviceabilityOperational Excellence Ensure compliance with FDA, ISO, and company quality system requirementsMaintain accurate service, testing, and validation documentationSupport spare parts, tools, and resource planning to improve service efficiencyABOUT YOU:A Bachelor’s degree in Engineering, Electronics, or a related field is strongly preferred; however, relevant experience may be substituted for degree preference6+ years of experience in a field service role, preferably within the medical device, life sciences, or healthcare technology industryStrong technical skills in electromechanical systems, software troubleshooting, and networkingExcellent customer service skills with proven ability to build trust and manage relationships with clinical stakeholdersStrong communication and presentation skills, with the ability to explain complex technical concepts to non-technical usersExperience creating technical documentation, service procedures, or training materialsWillingness and ability to travel approximately 65% of the time, roughly three weeks per month to customer sites, including hospitals, clinics, and laboratoriesMust be able to lift 50lbs up to 70lbs with assistanceCommercial HVAC or hands on experience supporting a refrigeration device, preferred but not required Familiarity with FDA, ISO, and other medical regulatory requirements is a plus.Key Competencies Customer-first mindset with a strong focus on building trust, ensuring satisfaction, and delivering value in every interaction Advanced troubleshooting and problem-solving in life sciences systemsAbility to handle critical issues with urgency and composure Works effectively with customers, peers, and cross-functional teamsCommunicates technical knowledge clearly through documentation, training, and enablementTarget Pay Range: $125,000 - $155,000; Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market dataWe anticipate this requisition will be open for a minimum of five days, from August 10, 2026. We encourage your prompt application.