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Field Service Engineer
2 months ago
We are seeking a highly skilled and experienced Field Service Engineer to join our Clinical and Life Sciences portfolio team at Thermo Fisher Scientific. As a key member of our service team, you will be responsible for providing technical support and expertise to our customers, ensuring the optimal performance of our instrumentation and equipment.
Key Responsibilities- On-Site Installation and Commissioning: Embed yourself in key clinical customer sites to minimize operational downtime, improve customer experience, and grow the business.
- Technical Support and Training: Perform professional on-site installation and commissioning of Thermo Fisher Scientific instrumentation, train customers in the accurate and safe operation of the equipment, and provide technical support and troubleshooting services.
- Maintenance and Repair Services: Visit customer sites for regular maintenance services, including preventative, repairs, and emergency breakdowns, and perform to designated SLA goals for customer call back, on-site response, time to resolution, field service reports, and qualification documents.
- Service Operations and Administration: Work with Service Operations staff to effectively manage field service activities, complete administration requirements, and ensure that all documentation related to in-house and on-site support activity is completed accurately and submitted on a timely basis.
- Customer Satisfaction and Escalations: Take ownership for customer satisfaction for services performed, liaise with Service Operations and Technical leads for critical issues, and follow up with customers on fault resolution.
- Partnerships and Communication: Partner with global specialist teams, use digital tools to provide remote resolution, and improve the customer experience. Be a strong and efficient communicator with customers, our support teams, and commercial teams.
- Education and Experience: Bachelor's degree with science or engineering major, or equivalent experience plus strong technical/scientific competence. Minimum of 3 years of relevant instrument experience in field service engineering.
- Technical Skills: Proven IT networking understanding and Linux proficiency. Ability to work independently, manage time/priorities, and maintain composure under high levels of demand.
- Soft Skills: Excellent people skills to represent the company in a professional manner, exceptional communication skills, and analytical and planning skills.
- Travel and Work Environment: Valid Driver's License in good standing is mandatory. Able to travel up to 25% of the time, including interstate and international travel.
- Competitive Salary and Bonus Structure: A competitive salary and performance-related bonus structure.
- Access to Global University: Access to Thermo Fisher's global University.
- Exposure to Innovative Technologies: Exposure to market-leading and innovative technologies.
- Career Development Opportunities: Career development opportunities in a leading global organization.
