Field Service Engineer

3 weeks ago

Scoresby, Australia Thermo Fisher Scientific Full time

Job Description

At Thermo Fisher Scientific, each one of our 125,000 outstanding minds has a unique story to tell. Join us and contribute to our singular mission Enabling our customers to make the world healthier, cleaner and safer. ​

Introduction:

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer

How will you make an impact?

As a field service engineer, you will have a key role in supporting our Clinical and Life Sciences portfolio, customers, and team. You will work with technically innovative instruments to provide service, technical expertise, and support. You will be 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.

What will you do?

  • Be embedded in key clinical customer sites to minimise operational downtime, improve customer experience and grow the business
  • Perform professional on-site Installation and Commissioning of Thermo Fisher Scientific instrumentation.
  • Train your customers in the accurate and safe operation of the equipment
  • Visit Customer sites for regular Maintenance Services such as Preventative, Repairs and Emergency Breakdowns.
  • Perform to designated SLA goals for customer call back, on-site response, time to resolution, field service reports and qualification documents.
  • Work with Service Operations staff to effectively manage field service activities and complete administration requirements to support the business.
  • Ensure that all documentation related to in-house and on-site support activity is completed accurately and submitted on a timely basis. This includes maintenance of electronic files, PM reports and Service Reports.
  • 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.
  • Partner with global specialist teams, use digital tools to provide remote resolution and improve the customer experience.
  • Lead service escalations to quickly resolve customer issues, maintain customer satisfaction and improve processes.
  • Be a strong and efficient communicator with customers, our support teams and commercial teams.
  • Accurately maintain parts inventory, test equipment, tools, and technical data.
  • Ensure that critical metrics are met and achieve Customer Satisfaction objectives.
  • Interact with customers to offer and close the sale of service contracts and other service products.
  • Discuss Service Products with customers and provide leads to ANZ Service Sales Rep as they arise.
  • Be available to assist with after-hours work, shift work, on-call weekends if required. Penalty rates apply to out of hours work.
  • Any other duties as may be reasonably required from time to time by senior management.

Required Qualifications:

  • Bachelor’s degree with science or engineering major, or equivalent experience plus strong technical/scientific competence.
  • Requires a minimum of 3 years of relevant instrument experience in field service engineering.
  • Experience within the clinical or scientific markets.
  • Experience in a technical support / service support role preferred.
  • Favorable – experience with Thermo Fisher Scientific Life Science instruments
  • Proven IT networking understanding and Linux proficiency
  • Candidate must possess excellent people skills to represent the company in a professional manner.
  • Exceptional communication skills as well as analytical and planning skills.
  • Ability to work independently, manage time/priorities, and maintain composure under high levels of demand is vital.
  • 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.

What’s in it for you?

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

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

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