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Field Service Engineer

2 months ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

About the Role:

We are seeking a highly skilled and experienced Field Service Engineer to join our Clinical and Life Sciences portfolio team. As a key member of our team, you will play a critical role in supporting our customers and delivering exceptional service and technical expertise.

Key Responsibilities:

  • Provide on-site installation, commissioning, and maintenance of Thermo Fisher Scientific instrumentation to minimize operational downtime and improve customer experience.
  • Train customers on the accurate and safe operation of the equipment, ensuring they are proficient in its use.
  • Visit customer sites for regular maintenance services, including preventative, repairs, and emergency breakdowns, to ensure timely resolution of issues.
  • Work closely with Service Operations staff to effectively manage field service activities and complete administrative requirements.
  • Ensure accurate and timely completion of documentation related to in-house and on-site support activities, including maintenance of electronic files, PM reports, and service reports.
  • Take ownership of customer satisfaction for services performed, liaising with Service Operations and Technical leads for critical issues and following up with customers on fault resolution.
  • Partner with global specialist teams to provide remote resolution and improve the customer experience, leveraging digital tools to enhance service delivery.
  • Lead service escalations to quickly resolve customer issues, maintain customer satisfaction, and improve processes.
  • Communicate effectively with customers, support teams, and commercial teams to ensure seamless service delivery.
  • Maintain accurate records of parts inventory, test equipment, tools, and technical data to ensure efficient service delivery.
  • Meet critical metrics and achieve customer satisfaction objectives, driving business growth and customer loyalty.
  • Interact with customers to offer and close service contracts and other service products, providing value-added services to drive revenue growth.
  • Discuss service products with customers and provide leads to ANZ Service Sales Rep as they arise, fostering strong relationships with customers.
  • Be available to assist with after-hours work, shift work, and on-call weekends if required, adhering to company policies and procedures.

Requirements:

  • Bachelor's degree with a science or engineering major, or equivalent experience plus strong technical/scientific competence.
  • Minimum of 3 years of relevant instrument experience in field service engineering.
  • Experience within the clinical or scientific markets, with a strong understanding of the industry.
  • Experience in a technical support/service support role, with a proven track record of delivering exceptional customer service.
  • Favorable – experience with Thermo Fisher Scientific Life Science instruments.
  • Proven IT networking understanding and Linux proficiency.
  • Excellent people skills to represent the company in a professional manner, with exceptional communication skills and analytical/planning abilities.
  • Ability to work independently, manage time/priorities, and maintain composure under high levels of demand.
  • Ability to adapt and thrive through organizational change and uncertainty.
  • Valid Driver's License in good standing is mandatory.
  • Able to travel up to 25% of the time, including interstate and international travel.

Employee Benefits:

  • A competitive salary and performance-related bonus structure.
  • Access to Thermo Fisher's global University.
  • Exposure to market-leading and innovative technologies.
  • Career development opportunities in a leading global organization.