Field Service Engineer

3 weeks ago

Scoresby, Victoria, Australia ThermoFisher Scientific Full time

Work Schedule

Other

Environmental Conditions

Office

Job Description

At Thermo Fisher Scientific, each one of our 125,000 outstanding minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer

Require Position Summary:

You will install, calibrate, maintain and repair Laboratory Equipment and Third Party Products. Other expectations in the role include to achieve minimum call turnaround for all customers and to achieve service revenue budget by championing our company products, developing strong customer relationships and working closely with commercial and operations teams. As a technical expert, you will assist sales team and be highly responsive and proactive in dealing with customer's needs and assure quality outcomes for all service & product issues raised.

Key Responsibilities:

Service

  • Perform in accordance with the AS/NZS ISO9002: 1994 Quality Standard, as detailed in the Company's Quality Manual.
  • Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.
  • Work with Service Operations staff to effectively run field service activities and complete administration requirements to support the business
  • Promote and develop the Technical Service capability and mentor appointed Apprentice
  • Take ownership for customer satisfaction for services performed.
  • Work in accordance to all relevant certification and regulatory requirements such as NATA, ISO, Electrical Safety Acts and OH&S.
  • Manage the service process from allocation to completion, including the entering of all parts and text on the computer system, so that the invoicing process is accurate and the KRAs are met.

Sales Support

Assist the Sales Team with technical information, training and demonstrations as agreed with your manager and help the team achieve sales and margin (gross) targets for designated product portfolio/territory.

Growth and Development

Contribute to and make recommendations for the continual improvement in the procedures, quality and efficiency of Technical Service.

Asset Management

Maintain company property according to company policy, including but not limited to: GOA stock, Company vehicle, Telephones, Computer and other material deemed company property.

Key Focus Area:

To maintain a professional and positive attitude whilst being committed to our things we value of integrity, intensity, innovation and involvement. Including: Exceeding customer service level expectations (external & internal), Working to agreed deadlines, A focus to finding solutions, Working within quality and company policy guidelines and Maintaining professional appearance at all times

Reporting

To work with the Service team leaders regarding:

  • Availability to complete service responsibilities with respect to installations and other service commitments.
  • Staff issues.
  • Any outstanding customer problems.
  • Customer complaints.

What will you bring?

  • Relevant Electronic/Engineering Qualifications
  • Valid Driver's License
  • Experience within the biomedical, diagnostic or scientific market highly regarded.
  • Experience in a technical support role preferred.
  • Restricted electrical license desired (or relevant competency to obtain one)
  • Proficient in Microsoft applications including Microsoft office.
  • Strong analytical skills.
  • Organisational skills with an ability to prioritise time effectively and meet agreed deadlines.
  • Effective interpersonal, communication and listening skills.
  • A dedication and commitment towards displaying a professional and positive attitude to work.
  • An ability to think strategically and laterally in order to maximize business opportunities.
  • An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.
  • Ability to create and foster meaningful and beneficial partnerships with our customers, suppliers and peers.

We offer a competitive salary and performance related bonus structure, recognition and awards program for individual and team performance or for taking an active approach to help our colleagues, culture, and customers.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.


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