Uh oh! I’ve opened a can of worms!

Where Customer support and service should sit within a company hierarchy is a whole other question.

They probably would have done. I think the challenge for us was that we were technically part of the Sales Org, not R&D / Manufacturing.

Interesting. I would have thought that Pharma companies, at least the people working with equipment that might need servicing, e.g. in R&D and on the manufacturing side of the business, should know about the needs of Field Service Engineers.