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Engineer III, Field Service

4 months ago

North Ryde, Australia Thermo Fisher Scientific Full time

Work Schedule

Other

Environmental Conditions

Office

Job Description

About us

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 billion. Our Mission is to enable our customers to make the world Healthier, cleaner and Safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them. Our team of more than 125,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.

Position Summary:

  • Carry out Installation, maintenance, operational training and support of Thermo Fisher Scientific’s range of IC/FTIR/TEA instruments in professional, reliable and customer-orientated manner
  • Responsibility for meeting customer SLA and internal critical metric objectives for all service episodes
  • To achieve service revenue budget by encouraging company products, developing strong customer relationships and working closely with commercial and operations teams
  • To 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 issues raised
  • To carry out your employment in an efficient and commercially appropriate manner.

Key Responsibilities:

Service

  • Perform in accordance with the AS/NZS ISO9002: 1994 Quality Standard, as detailed in the Company’s Quality Manual and published business procedures.
  • Work with Service Operations staff to efficiently lead field service activities and complete administration requirements to support the business
  • Perform to designated SLA goals for customer call back, on-site response and time to resolution
  • Promote and develop Technical Service capability by actively providing product training to customers and staff to ensure Company equipment is optimally supported.
  • Take ownership for customer satisfaction for services performed - liaise with Service Operations and Technical leads for service critical issues and follow up with customers on fault resolution.
  • Maintain sound knowledge regarding the technology and customers' application demands
  • System level approach to problem solving with an analytical mentality and a strong aim to resolve open issues
  • Work in accordance to all relevant certification and regulatory requirements such as NATA, ISO, Electrical Safety Acts and OH&S.
  • Handle the service process from allocation to completion, including the management of spare parts, service reports and billing summaries on the Astea service system so that invoicing is accurate and critical metrics are met.

Sales Support

Assist the Sales Team with technical information, training and demonstrations as agreed with your manager.

To help the team achieve sales and margin (gross) targets for designated product portfolio/territory.

Growth and Development

Actively seek out new opportunities to grow our customers’ service and sales, so that our budgets are met and exceeded.

Chip in to and make recommendations for the continual improvement in the procedures, quality and efficiency of Technical Service.

Expenses

This position has the responsibility to approve expenses relating to consumables and local purchases related to an active job up to $500.

Submit expense claims and Mastercard reconciliation as per company policy.

Asset Management

Maintain company property according to company policy, including but not limited to: GOA stock, Company vehicle, Telephones, Computer and other material deemed company property.

Frequent Contacts:

Internal

  • Service colleagues
  • Sales Account Managers
  • Factory contacts
  • IT/ HR and supporting functions

External

  • Customers
  • Third Party contractors

Minimum Requirements / Qualifications:

  • Tertiary qualification in a Scientific (chemistry/physics) / Electronic / Electrical Engineering, Chemistry or a science related field required.
  • Minimum 3 years of meaningful experience in a similar position
  • Experience in the routine operations of IC/FTIR/TEA systems required
  • Experience within the scientific market and/or familiarity with scientific products required.
  • Experience in a technical support / service support role preferred.
  • Favorable – experience with Thermo Fisher IC/FTIR/TEA software and hardware.
  • Valid Driver's License in good standing is required

Skills & Attributes

  • Proficient in Microsoft applications including Microsoft office.
  • Excellent communication & social skills
  • Commit to Results, able to work independently, multi-task and prioritize based on business targets
  • Organisational skills with an ability to prioritise handle time successfully and meet agreed deadlines.
  • Effective interpersonal, communication and listening skills.
  • A dedication and commitment towards displaying a professional and positive demeanour to work.
  • An ability to think strategically and laterally in order to improve business opportunities.

We offer competitive compensation and benefits packages, along with opportunities for professional growth and development. If you are a motivated individual with a passion for demand planning and inventory management, we invite you to apply for this exciting opportunity.  Watch as our colleagues explain 5 reasons to work with us.

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