Technical Support Engineer (2nd Line)

Why Sakura?

When it comes to diagnosing cancer, there’s no time to wait!

At Sakura, we’re driven by our desire to advance cancer diagnosis through fully automated anatomic pathology and by providing our partners & patients with best-in-class innovations, quality and customer care.

What we do:

We empower pathology professionals all over the world by providing integrated solutions to deliver accurate and fast diagnoses of cancer and to optimise treatment success for each life we touch!

The Technical Support Engineer provides technical support for instruments, associated software, and connected systems. The role focuses on complaint handling, spare parts support, documentation maintenance, training first-line engineers, contributing to product quality and service readiness. The position operates independently within defined procedures and guidelines, collaborating with R&D, Quality, Supply Chain, Local Customer Support teams, and suppliers to ensure reliable product performance and customer satisfaction. Occasional travel may be required to support customers.

Key Responsibilities

As Technical Support Engineer, you will:

• Act as a technical specialist and trusted advisor for assigned instrument platforms.

• Investigate and resolve technical complaints using structured troubleshooting and root cause analysis methodologies.

• Define and support corrective and preventive actions to improve product reliability and customer satisfaction.

• Review and authorize warranty claims, spare parts decisions and instrument replacement requests within your scope of responsibility.

• Support technical assessments related to instrument quarantine and product quality processes.

• Evaluate engineering changes from suppliers and manufacturers, assessing serviceability and impact on installed systems.

• Develop and deliver technical training programs for field service and first-line support engineers.

• Create, maintain and improve technical documentation, work instructions and service communications.

• Analyse recurring technical issues and field feedback to identify improvement opportunities.

• Contribute to service readiness activities for new product introductions and product lifecycle management.

• Support customer escalations and complex technical cases across the region.

• Share knowledge and mentor colleagues to strengthen technical expertise within the organization.

• Travel occasionally (20%) to support training, escalations and customer-related activities within the EMAI region when required.

We perfectly match if

You have

• A Bachelor's degree in Engineering, Electronics, Mechanical Engineering, Biomedical Engineering or a related technical discipline.

• A minimum of 5 years of experience in Technical Support, Field Service Engineering or supporting complex instrument systems.

• Experience troubleshooting electromechanical systems, laboratory instruments or other complex technical equipment.

• Experience with structured problem-solving and complaint handling processes.

• Knowledge of hardware systems, installation and commissioning activities.

• Experience working in a regulated environment such as medical devices, diagnostics, life sciences or another quality-driven industry.

• Understanding of regulations and quality standards such as IVDR and ISO 13485 is considered a strong advantage.

• Excellent English communication skills, both written and verbal.

We offer you

• A competitive salary package, including a performance-based bonus.

• A company laptop and mobile phone.

• A premium-free pension plan, fully funded by Sakura.

• A gym contribution program to support your wellbeing.

• Company-provided lunch at our office.

• Flexible working possibilities within an international environment.

• The opportunity to work with innovative technologies that directly contribute to better cancer diagnostics.

• A collaborative culture where development, ownership and teamwork are highly valued.

The invitation

Our culture is open, supportive and driven by a shared purpose. We believe that investing in our people enables both individual and organizational growth.

By joining Sakura, you become part of:

• An international organization with a meaningful mission: Advancing Cancer Diagnostics.

• A collaborative and inspiring team of professionals.

• A financially healthy and privately owned company committed to long-term success.

• An environment where innovation, quality and customer care come together to make a real difference.

Ready to make an impact?

Apply today and help us shape the future of cancer diagnostics.