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Engineer II, Field Service

3 months ago

North Ryde, New South Wales, Australia ThermoFisher Scientific Full time

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

About Us:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 billion. Our Mission is to enable our customers to make the world Healthier, cleaner and Safer Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them. Our team of more than 125,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit .

Position Summary:

The role is based in Sydney and will be part of a team of 8 focused on installation, calibration, maintainence and repair of instruments within the Thermo Fisher Scientific Laboratory, Gas, and environment monitoring systems

Role Requirements:

  • Achieve minimum call turnaround times for all customers.
  • Achieve service revenue budget by championing Company products, developing strong customer relationships and working closely with commercial and operations teams
  • Assist sales team to achieve sales and margin (gross) targets for their designated Portfolio so that growth and performance objectives are exceeded.
  • Highly responsive and proactive in dealing with customer's needs and maintain close and effective relationships with Company Sales, Marketing and Service teams to assure quality outcomes for all service & product issues raised
  • Be responsive and proactive in dealing with customer's needs.
  • Responsibility for fostering a partnership with the business Group's customers by providing them with advice and technical support that will help them gain the most from the products that we sell them.
  • 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
  • Maintaining professional appearance at all times

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 handle 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.

Skills and Experience:

  • Relevant Electronic/Engineering Qualifications
  • Driver's License - 20% travel
  • Min 3 yrs' experience in a similar role from within the biomedical, diagnostic or scientific market highly regarded
  • 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 manage 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 increase business opportunities.
  • An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude whilst being an encouraging teammate.
  • Ability to create and foster meaningful and beneficial partnerships with our customers, vendors and peers.

We offer competitive compensation and benefits packages, along with opportunities for professional growth and development. Watch as our colleagues explain 5 reasons to work with us ) .

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.