Service Engineer for Clinical Instruments

2 weeks ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

As a Service Engineer, you will play a vital role in enhancing our Clinical and Life Sciences offerings, ensuring exceptional support for our clients and team. Your responsibilities will involve working with cutting-edge instruments to deliver service, technical knowledge, and assistance. You will be proactive and responsive to customer requirements, fostering strong relationships with Sales, Marketing, and Service teams to guarantee high-quality resolutions for all service and product inquiries.

Key Responsibilities:

  • Embed yourself within critical clinical customer locations to reduce operational downtime, enhance customer satisfaction, and drive business growth.
  • Conduct professional on-site installation and commissioning of Thermo Fisher Scientific instruments.
  • Provide training to customers on the safe and effective use of equipment.
  • Perform regular maintenance services, including preventative measures, repairs, and emergency breakdown support at customer sites.
  • Meet designated service level agreement (SLA) targets for customer callbacks, on-site response times, resolution times, field service documentation, and qualification records.
  • Collaborate with Service Operations personnel to efficiently manage field service tasks and fulfill administrative obligations to support business operations.
  • Ensure accurate and timely completion of all documentation related to both in-house and on-site support activities, including maintenance of electronic files, preventive maintenance reports, and service reports.
  • Take responsibility for customer satisfaction regarding services provided, coordinating with Service Operations and Technical leads for critical issues and following up with customers on issue resolution.
  • Engage with global specialist teams and utilize digital tools to offer remote solutions and enhance the customer experience.
  • Lead service escalations to swiftly address customer concerns, maintain satisfaction, and refine processes.
  • Communicate effectively with customers, support teams, and commercial teams.
  • Maintain accurate inventory of parts, test equipment, tools, and technical documentation.
  • Ensure compliance with critical metrics and achieve customer satisfaction objectives.
  • Interact with customers to propose and finalize service contracts and other service offerings.
  • Discuss service products with customers and provide leads to the service sales representative as opportunities arise.
  • Be available for after-hours work, shift work, and on-call weekends as necessary, with applicable penalty rates for out-of-hours work.
  • Perform any other reasonable duties as assigned by senior management.

Required Qualifications:

  • Bachelor's degree in a science or engineering discipline, or equivalent experience, along with strong technical/scientific knowledge.
  • A minimum of 3 years of relevant experience in field service engineering.
  • Experience in clinical or scientific markets is preferred.
  • Background in technical support or service support roles is advantageous.
  • Familiarity with Thermo Fisher Scientific Life Science instruments is a plus.
  • Proven understanding of IT networking and proficiency in Linux.
  • Excellent interpersonal skills to represent the company professionally.
  • Strong communication, analytical, and planning abilities.
  • Ability to work independently, prioritize tasks, and maintain composure under pressure is essential.
  • Capacity to adapt and thrive amid organizational changes and uncertainties.
  • A valid driver's license in good standing is required.
  • Willingness to travel up to 25% of the time, including potential interstate and international travel.

Employee Benefits:

  • Competitive salary and performance-based bonus structure.
  • Access to Thermo Fisher's global University.
  • Exposure to leading-edge and innovative technologies.
  • Career development opportunities within a prominent global organization.

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

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