Senior Customer Service Engineer – Field Service & Training Specialist for Advanced Analytical Instruments at brighthush

Introduction

Are you a seasoned engineer who thrives on solving complex technical challenges while building lasting relationships with customers? Do you enjoy traveling to client sites, delivering hands‑on training, and ensuring that cutting‑edge analytical instruments operate at peak performance? If so, brighthush invites you to join our dynamic team as a Senior Customer Service Engineer. In this role, you will be the technical bridge between our world‑class laboratory solutions and the scientists who rely on them every day.

About brighthush

brighthush is a global leader in scientific instrumentation and analytical solutions, dedicated to advancing research, diagnostics, and environmental monitoring. With a robust service network spanning more than 50 countries, we empower scientists, clinicians, and industry professionals to unlock new discoveries and improve lives. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence.

Why Join brighthush

• Impactful Work: Your expertise will directly influence the success of research projects, clinical trials, and environmental studies worldwide.
• Innovation at Scale: Work with state‑of‑the‑art instruments such as ICP‑OES, ICP‑MS, and Atomic Absorption systems, and help shape the next generation of analytical technology.
• Professional Growth: We invest in continuous learning through certifications, workshops, and cross‑functional projects.
• Inclusive Culture: A diverse, supportive environment where every voice is heard and every idea is valued.
• Competitive Compensation: A comprehensive package that rewards experience, performance, and dedication.

Key Responsibilities

• Conduct on‑site field service for a portfolio of advanced analytical instruments, diagnosing and resolving complex technical issues within defined service level agreements.
• Deliver engaging, hands‑on training sessions to laboratory staff, ensuring they are proficient in instrument operation, maintenance, and data interpretation.
• Maintain meticulous documentation, including service logs, calibration records, and customer feedback, to support quality assurance and continuous improvement.
• Collaborate with the engineering, quality, and sales teams to provide technical insights that drive product enhancements and customer satisfaction.
• Act as a trusted advisor to clients, offering proactive recommendations for instrument upgrades, workflow optimization, and best practices.
• Manage a portfolio of customer accounts, ensuring high levels of service, timely communication, and a seamless customer experience.
• Participate in the development and refinement of service playbooks, troubleshooting guides, and training materials.
• Lead or mentor junior field service engineers, fostering a culture of knowledge sharing and continuous improvement.

Essential Qualifications

• HND or equivalent in Electronic Engineering, Science, Biotechnology, or a related technical discipline.
• Minimum of 5 years’ experience in a scientific or customer‑service environment, preferably with analytical instrumentation.
• Full UK driving licence and willingness to travel extensively across the UK (Reading, Oxford, High Wycombe, and beyond).
• Strong people‑management skills, with a proven ability to motivate and lead cross‑functional teams.
• Excellent communication skills in English, both written and verbal, with the ability to translate technical concepts for diverse audiences.
• Demonstrated experience in troubleshooting and repairing complex electronic and analytical equipment.
• Proficiency in using service management tools, CRM systems, and Microsoft Office Suite.

Preferred Qualifications

• Experience with GMP (Good Manufacturing Practice) environments and a solid understanding of regulatory requirements.
• Hands‑on experience with ICP‑OES, ICP‑MS, and Atomic Absorption spectrometers, including calibration, maintenance, and data analysis.
• Knowledge of laboratory safety protocols and quality management systems.
• Prior exposure to customer‑facing roles in a high‑volume service organization.
• Certifications in instrument maintenance, calibration, or related fields.

Technical Skills & Tools

• ICP‑OES (Inductively Coupled Plasma Optical Emission Spectroscopy)
• ICP‑MS (Inductively Coupled Plasma Mass Spectrometry)
• Atomic Absorption Spectroscopy
• Instrument calibration and validation procedures
• Service management software (e.g., ServiceNow, Salesforce)
• Data analysis and reporting tools (e.g., Excel, LabView)

Soft Skills & Competencies

• Problem‑solving mindset with a proactive approach to identifying and mitigating risks.
• Strong interpersonal skills, enabling effective collaboration with customers, colleagues, and stakeholders.
• Adaptability to changing priorities and the ability to thrive in a fast‑paced, dynamic environment.
• Commitment to continuous learning and staying abreast of industry trends and emerging technologies.
• High level of professionalism and integrity, reflecting brighthush’s core values.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve alongside your passions. As a Senior Customer Service Engineer, you will:

• Progress into leadership roles such as Field Service Manager or Technical Solutions Lead.
• Participate in cross‑functional projects that influence product development, quality assurance, and customer success strategies.
• Access a robust learning ecosystem, including internal training programs, vendor certifications, and tuition reimbursement for advanced degrees.
• Engage with a global network of experts, fostering mentorship and knowledge exchange across continents.

Work Environment & Culture

Our remote‑first approach empowers you to work from the location that best suits your lifestyle while staying connected to a vibrant, collaborative team. We celebrate diversity, encourage innovation, and reward initiative. Regular virtual town halls, team‑building events, and open‑door leadership policies ensure that every employee feels heard and valued.

Compensation & Benefits

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

• Base salary commensurate with seniority and expertise.
• Performance‑based bonuses and incentive programs.
• Comprehensive health and dental insurance.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and public holidays.
• Flexible working arrangements and remote work stipend.
• Professional development budget and access to industry conferences.

Location & Remote Work

This is a full‑time, remote position based in the United Kingdom. Ideal candidates are located in or near Reading, Oxford, or High Wycombe, but we welcome applicants from across the UK who are willing to travel for client visits.

How to Apply

If you are ready to bring your technical expertise, customer‑service passion, and leadership skills to a company that values innovation and impact, we encourage you to apply today. Join brighthush and help shape the future of scientific discovery.