Remote Customer Service Engineer – Global Analytical Instrumentation Specialist for GMP‑Compliant Laboratory Solutions at brighthush

About brighthush

brighthush is a forward‑thinking, science‑driven organization that empowers laboratories worldwide to deliver accurate, reliable, and compliant analytical results. With a legacy of innovation that dates back to the early days of analytical chemistry, brighthush has grown into a global leader in laboratory instrumentation, software, and services. Our mission is simple: to help our customers achieve scientific excellence while maintaining the highest standards of quality, safety, and regulatory compliance.

As a remote‑first company, brighthush embraces flexibility, collaboration, and continuous learning. We operate across multiple continents, serving pharmaceutical, biotechnology, environmental, and food‑testing clients. Our culture is built on curiosity, integrity, and a relentless focus on customer success. If you thrive in a dynamic, high‑impact environment and want to be part of a team that shapes the future of laboratory science, brighthush is the place for you.

Position Overview

The Remote Customer Service Engineer will play a pivotal role in supporting brighthush’s OneSource Enterprise program. You will be the technical champion responsible for installing, commissioning, maintaining, repairing, and qualifying multi‑vendor analytical and laboratory instrumentation at a key client site in Poland. Your work will directly influence laboratory uptime, data integrity, and customer satisfaction—all while upholding GMP compliance and rigorous documentation standards.

Key Responsibilities

• Installation & Commissioning: Lead the end‑to‑end process of installing new analytical instruments, ensuring proper integration with existing laboratory workflows and data systems.
• Preventive & Corrective Maintenance: Conduct scheduled preventive maintenance, troubleshoot and resolve complex issues, and perform corrective repairs to minimize downtime.
• Qualification & Validation: Execute qualification activities (IQ, OQ, PQ) for third‑party instruments, ensuring compliance with GMP and data‑integrity requirements.
• Service Scope Management: Own the full OneSource service scope for the site, coordinating all on‑site service activities and ensuring alignment with customer quality standards.
• Documentation & QMS Compliance: Maintain meticulous records, update documentation to the correct revision level, and support the laboratory’s quality management system.
• Training & User Support: Deliver on‑site user familiarization sessions, create training materials, and empower laboratory staff to operate instruments confidently.
• Inventory & Calibration Management: Oversee spare‑parts inventory, manage service tools, and schedule calibration of test equipment within required timelines.
• Ticket & Reporting: Provide timely status updates on service tickets, attach Field Service Reports (FSR), confirm time entries in the service‑management system, and complete all administrative reporting on schedule.
• Quality Improvement: Raise quality notifications, identify opportunities to enhance product quality, reliability, and laboratory workflows, and collaborate with cross‑functional teams to implement improvements.
• Health, Safety & Compliance: Support the site’s health, safety, security, environmental, and compliance requirements, contributing to OneSource team performance targets and SLAs.
• Business Development: Identify and flag billable service, consumable, and upgrade opportunities to the OneSource account team, driving revenue growth and customer satisfaction.

Essential Qualifications

• Bachelor’s degree or diploma in Electronics, Electrical Engineering, Mechatronics, Chemistry, Analytical Chemistry, or a related technical or scientific discipline.
• Minimum of 3 years’ experience in a field‑service or technical‑service role on analytical or laboratory instrumentation, OR a completed technical or vocational qualification in a relevant field with 5+ years of experience servicing or using analytical instrumentation.
• Strong hands‑on troubleshooting skills across multi‑vendor laboratory instrumentation (e.g., HPLC/UHPLC, GC).
• Working knowledge of GMP‑regulated pharmaceutical laboratory operations, qualification lifecycles, and data‑integrity requirements.
• Fluent Polish (professional working proficiency) and good working English, both written and spoken.
• Legal right to work in Poland.
• Solid MS Office skills and confidence working with service‑management and documentation systems.
• Experience in a GMP or pharmaceutical laboratory environment.
• Familiarity with chromatography data systems (CDS) and instrument‑control software, and with data‑integrity best practices.
• Depth of knowledge in chromatography (LC/GC).

Preferred Qualifications

• Experience managing spare‑parts inventory and calibration schedules in a regulated environment.
• Proven ability to deliver training and support to end‑users, enhancing instrument utilization and data quality.
• Strong analytical and problem‑solving skills, with a track record of identifying root causes and implementing sustainable solutions.
• Demonstrated commitment to continuous improvement and quality excellence.
• Experience working with cross‑functional teams (QA, R&D, Regulatory) to drive process enhancements.

Core Skills & Competencies

• Technical Proficiency: Deep understanding of analytical instrumentation, electronic troubleshooting, and calibration procedures.
• Regulatory Knowledge: Familiarity with GMP, ISO 9001, ISO 17025, and data‑integrity principles.
• Communication: Clear, concise written and verbal communication with stakeholders at all levels.
• Customer‑Centric Mindset: Ability to anticipate customer needs, provide proactive support, and build lasting relationships.
• Autonomy & Ownership: High degree of independence, accountability, and rigor in managing service activities.
• Team Collaboration: Strong collaborative spirit, working effectively with cross‑functional teams and remote colleagues.
• Adaptability: Comfortable working in a fast‑paced, evolving environment with changing priorities.
• Project Management: Ability to schedule, coordinate, and execute multiple service tasks simultaneously.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Remote Customer Service Engineer, you will:

• Gain exposure to a diverse portfolio of analytical instruments and cutting‑edge technologies.
• Participate in cross‑functional training programs covering GMP, data‑integrity, and advanced instrumentation.
• Earn certifications in chromatography, instrumentation maintenance, and quality systems.
• Progress into senior technical roles, such as Lead Field Engineer, Technical Project Manager, or Service Operations Manager.
• Explore opportunities in product development, quality assurance, or regulatory affairs within brighthush.

Work Environment & Company Culture

brighthush is committed to creating an inclusive, collaborative, and innovative workplace. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in the USA while staying connected with a global team.
• Collaborative Culture: Regular virtual team meetings, knowledge‑sharing sessions, and cross‑departmental projects.
• Innovation‑Driven: Access to the latest tools, technologies, and industry best practices.
• Employee Well‑Being: Comprehensive wellness programs, mental health resources, and a supportive work‑life balance.
• Diversity & Inclusion: A culture that values diverse perspectives and promotes equal opportunities.

Compensation & Benefits

While specific salary details are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Private healthcare coverage, including dental care.
• Life and long‑term disability insurance.
• MyBenefit cafeteria system for flexible benefits selection.
• Multisport Card for health and fitness.
• Social Fund subsidies and community engagement initiatives.
• Home office allowance to support a productive remote workspace.
• Tuition reimbursement for continued education and professional development.
• Referral awards for bringing top talent to brighthush.
• Internal career development opportunities across multiple business areas.
• Birthday day off and additional vacation days based on tenure.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that values scientific rigor, customer success, and personal growth. Your expertise will directly impact laboratory performance, data integrity, and the health and safety of countless individuals worldwide. You will work alongside passionate professionals, leverage state‑of‑the‑art technology, and enjoy the flexibility of a remote role that respects your life outside of work.

Ready to take the next step in your career? Join brighthush and help shape the future of laboratory science—one instrument at a time.

How to Apply

To apply, click the link below and submit your resume and cover letter. We look forward to learning how your skills and experience align with our vision for excellence.