Field Service Team Lead

Job description

About Artidis Artidis is a pioneering clinical stage health technology company that aims to set the gold standard in tissue analysis and therapy optimization. By combining its nanotechnology platform for rapid tissue analysis with a holistic data solution, Artidis accelerates drug discovery, tissue engineering, and personalized treatment. Artidis focuses its research and development efforts on solid tumors to enhance responses to chemo, immuno, and cell therapies, driving precision in cancer care. The company has offices in Basel (Switzerland), Barcelona (Spain), and Houston (Texas, US). Job Purpose The Field Service Team Lead is responsible for coordinating and guiding field service activities to ensure successful system installations, reliable device performance, and timely resolution of technical issues in the field. The role provides technical leadership to field service engineers and ensures proper communication and alignment between field operations and internal engineering teams. By managing installation activities, supporting troubleshooting and escalation processes, and coordinating with product development and operations teams, the Field Service Team Lead helps maintain high service quality and supports the continuous improvement of Artidis systems deployed in the field. Duties and Responsibilities Lead and coordinate the activities of Field Service Engineers globally. Develop and maintain comprehensive global service plans covering installations, preventive maintenance, troubleshooting, and risk mitigation. Conduct risk assessments for all service activities and site operations to ensure safety, compliance, and operational efficiency. Plan and manage global travel schedules and service logistics for all site visits. Support Field Service Engineers in diagnosing and resolving complex software and hardware issues. Prepare service estimations and resource planning for upcoming installations and site visits worldwide. Define, review, and maintain service documentation, work instructions, troubleshooting guides, and templates to ensure regulatory compliance and operational consistency. Prioritize service requests, manage escalation paths, and coordinate corrective and preventive actions with R&D, software, hardware, production, and quality teams. Perform in-depth reviews of engineering change lists and releases to assess field impact and define service implementation plans. Provide technical leadership and guidance to field service engineers and service technicians. Communicate field feedback to product management and development teams to drive continuous improvement. Conduct bi-weekly reports to the Head of Device Operations summarizing service activities, key metrics, and escalations. Hold regular one-on-one meetings with team members to provide guidance, feedback, and support professional development. Provide structured feedback from the field to product management and development teams to drive continuous improvement. Provide occasional on-site support for installations, troubleshooting and preventive maintenance on a global basis. Qualifications Bachelor’s degree in Engineering, Biomedical Engineering, Computer Science, or related technical field, or equivalent experience. Minimum 5 years experience in field service, technical support, or service operations, preferably in medical devices or complex technical systems. Proven experience leading and managing field service teams, including 1:1s, performance coaching, and team development. Strong expertise in software and hardware troubleshooting, preventive maintenance, and risk assessment for field operations. Experience in global service planning, travel coordination, resource allocation, and service estimation. Familiarity with medical device regulations (FDA, ISO 13485, IEC 62304) and technical documentation practices. Excellent organizational, planning, and communication skills, with experience in cross-functional collaboration across R&D, software, hardware, production, and quality teams. Ability to work independently while providing technical leadership and guidance to a globally distributed team. Experience in reporting, metrics tracking, and structured service documentation. Willingness and ability to travel globally. Working Conditions The environment is a typical start-up with an intrinsically motivated international team. Our company is an excellent place for rapid advancement and offers a promising opportunity to learn and share know-how in a very agile environment. The position requires the employee to go the extra mile when needed. We are looking for a team player who appreciates direct communication. The effort is rewarded with challenging tasks, the possibility to take responsibility, a highly driven team, and work serving a significant purpose. The job position comes with a competitive salary and a bonus for outstanding performance.