Field Service Technician

2 weeks ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

As a key member of our Clinical and Life Sciences team, you will play a crucial role in supporting our customers and team. Your technical expertise will be essential in providing service, support, and training on our innovative instruments.

Key Responsibilities:

  • Be embedded in key clinical customer sites to minimize operational downtime, improve customer experience, and drive business growth.
  • Perform professional on-site installation, commissioning, and maintenance of Thermo Fisher Scientific instrumentation.
  • Train customers on the safe and accurate operation of our equipment.
  • Visit customer sites for regular maintenance services, repairs, and emergency breakdowns.
  • Meet designated SLA goals for customer response, resolution, and reporting.
  • Work closely with Service Operations staff to manage field service activities and complete administrative tasks.
  • Ensure accurate and timely completion of documentation, including electronic files, PM reports, and service reports.
  • Take ownership of customer satisfaction, collaborating with Service Operations and Technical leads for critical issues.
  • Partner with global teams to provide remote resolution and improve customer experience.
  • Lead service escalations to resolve customer issues, maintain satisfaction, and improve processes.
  • Communicate effectively with customers, support teams, and commercial teams.
  • Maintain accurate parts inventory, test equipment, tools, and technical data.
  • Meet customer satisfaction objectives and critical metrics.
  • Offer and close service contracts and other service products with customers.
  • Disclose and contribute to service leads and opportunities.
  • Be available for after-hours work, shift work, and on-call weekends, with applicable penalty rates.

Requirements:

  • Bachelor's degree with a science or engineering major, or equivalent experience and strong technical competence.
  • Minimum 3 years of relevant instrument experience in field service engineering.
  • Experience in the clinical or scientific markets.
  • Technical support or service support experience preferred.
  • Favorable – experience with Thermo Fisher Scientific Life Science instruments.
  • Proven IT networking understanding and Linux proficiency.
  • Excellent people skills and professional representation of the company.
  • Exceptional communication, analytical, and planning skills.
  • Ability to work independently, manage time and priorities, and maintain composure under high demand.
  • Ability to adapt and thrive through organizational change and uncertainty.
  • Valid driver's license and ability to travel up to 25% of the time, including interstate and international travel.

Employee Benefits:

  • 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.

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