Home-based in Germany | Customer Success | Full-time
Target compensation: €78,000–€88,000 gross annual base salary, depending on experience, plus car allowance, monthly telephone and internet allowance, pension scheme, and paid time off. Please submit CV or resume in English.
About the role
Emulate is seeking a Field Service Engineer to support customers across Germany and the broader European Union, with the majority of customer activity expected in Germany and the DACH region. This is a home-based, customer-facing technical role responsible for installation, service, diagnostics, troubleshooting, calibration, validation, and training for Emulate Human Emulation Systems, including Zoe-CM2 and Zoe-Orb.
This role combines hands-on field service, remote technical support, and close collaboration with internal teams across Customer Success, Product, Engineering, Quality, and Commercial. The ideal candidate is highly technical, independent, organized, and comfortable representing Emulate directly with customers in life sciences research environments.
Location and travel
- Home-based in Germany, ideally within reasonable access to a major airport.
- Field-based role with travel up to 80%, primarily across Germany and the EU.
- Occasional travel to Emulate headquarters in Boston for training, team collaboration, and business needs.
- Candidates must be able to travel within the EU and to the United States without visa or other travel restrictions that would prevent role responsibilities.
What you will do
- Install, upgrade, troubleshoot, calibrate, validate, and service Emulate Human Emulation Systems at customer sites.
- Diagnose system issues independently across microfluidic pressure-driven systems, pneumatics, electrical systems, and mechanical systems.
- Provide remote technical support to customers by phone, email, video, and chat.
- Deliver customer training and product demonstrations for Human Emulation System hardware.
- Document service activities, repairs, calibration, validation, and customer interactions in Salesforce and supporting quality documentation systems.
- Follow Emulate Standard Operating Procedures and applicable field safety, 5S, ISO, and quality standards.
- Manage time, travel, spare parts, follow-up actions, and administrative tasks to meet customer and business deadlines.
- Represent Emulate professionally in all customer interactions, including high-urgency troubleshooting situations.
- Partner with Customer Success, Product, Engineering, and Quality teams to share field feedback and improve products, processes, documentation, and the customer experience.
What we are looking for
- Engineering degree, technical degree, or equivalent vocational/technical training such as mechatronics, electronics, medical technology, industrial mechanics, or a related field.
- 3+ years of customer-facing field service, technical support, installation, maintenance, or troubleshooting experience.
- Hands-on experience with pneumatic, electrical, mechanical, fluidic, microfluidic, laboratory, automation, diagnostics, medtech, or scientific instrumentation systems.
- Experience documenting technical work in a CRM, field service management system, or quality documentation system; Salesforce experience is a plus.
- Strong troubleshooting and failure-analysis skills, with the ability to isolate root causes and communicate next steps clearly.
- Excellent customer communication skills, including the ability to remain calm, professional, and structured under pressure.
- Self-motivated and able to work independently in the field while staying connected to a global, cross-functional team.
- Strong judgment, organization, prioritization, and ownership of customer outcomes.
- Fluent German and professional English are required.
- Valid driver’s license and willingness to travel extensively are required.
Nice to have
- Experience in life sciences, biotechnology, pharma, diagnostics, medtech, lab automation, analytical instrumentation, or research instrumentation.
- Experience working in regulated or quality-driven environments, including ISO, GLP, GMP, or similar documentation practices.
- Experience training customers, supporting product demonstrations, or partnering with field application teams.
- Familiarity with cell culture, organ-on-a-chip technology, microfluidics, pressure-driven systems, pumps, sensors, or related laboratory workflows.
Compensation and benefits
- Competitive compensation of approximately EUR 84,000 base salary, depending on experience.
- Car allowance.
- Monthly telephone and internet allowance.
- Pension scheme.
- Paid time off.
- Tools, equipment, and training needed to support customers effectively in the field.
- Travel expenses covered in accordance with company policy.
Why Emulate?
Emulate is igniting a new era in human health with industry-leading Organ-on-a-Chip technology. Our Human Emulation System gives researchers a window into the inner workings of human biology and disease, helping predict human response with greater precision and detail than conventional cell culture or animal-based experimental testing.
As an Emulator, you will join a team that cares deeply about powering a human-centric approach to biological innovation. Our culture is built around curiosity, accountability, collaboration, and a commitment to improving the customer experience.
Our values in this role
- Curious: You identify, analyze, and resolve system issues, including situations where the answer is not immediately obvious.
- Relentless: You bring urgency and persistence to customer support, installation, troubleshooting, service, and training.
- Accountable: You document work accurately, follow SOPs, and own customer commitments through completion.
- Human: You represent Emulate with professionalism, empathy, and clarity in every customer interaction.
- One: You collaborate across functions to improve our products, processes, and customer experience.
Equal opportunity
Emulate is an Equal Employment Opportunity Employer that is committed to diversity, equity, and inclusion. We take unbiased action to offer employment and advancement opportunities to all applicants, without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or ability status. Our methods for hiring include ensuring that all available opportunities are fairly promoted — via online globally available channels — in a manner accessible to all potential applicants.
About Emulate, Inc.
Emulate, Inc. is the pioneer of Organ-on-a-Chip technology, enabling researchers to accurately replicate human tissue function and disease biology through next generation in vitro models. From target discovery to IND submission, Emulate aims to ignite a new era in human health research—one that reduces animal testing, cuts drug development costs, and accelerates the delivery of life-saving treatments. Emulate’s Organ-Chip platforms, consumables, and organ models help the world’s leading pharmaceutical, biotech, and academic teams generate human-relevant data that advance safer, more effective therapies. Learn more at www.emulatebio.com
Servicetechniker, Kundendiensttechniker, Außendienst, Laborgeräte, Medizintechnik, Life Sciences, Diagnostik, Lab Automation, Pneumatik, Elektronik, Mechanik.
Job Type: Full-time
Pay: 78.000,00€ - 88.000,00€ per year
Work Location: Remote
