Field Service Engineer III

1 week ago

Chicago, Illinois, United States Thermo Fisher Scientific Full time


Job DescriptionWhen you're part of Thermo Fisher Scientific, you'll do daring work, and join a team that values performance, quality and innovation.

As part of a successful, growing global organization you will be encouraged to perform at your best.

With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Location/Division Specific InformationThe Materials and Structural Analysis (MSD) Electron Microscopy (EM) business enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase productivity, and ultimately change the world.

The MSD EM business designs, manufactures, and supports the broadest range of high-performance microscopy workflow solutions that provide images and answers in the micro-, nano-, and picometer scales.

Combining hardware and software expertise in electron, ion, and light microscopy technologies with deep application knowledge in the materials science, life sciences, semiconductor, electronics, and natural resources markets, the worldwide Electron Microscopy employees are dedicated to customers' pursuit of discovery and resolution to global challenges.


How you will make an impact:

The Field Service Engineer for the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific is responsible for performing the on-site installation, servicing and repair of complex equipment and systems.

The Field Service Engineer III for the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific is responsible for performing the on-site installation, servicing and repair of complex equipment and systems.

Engineers investigate and improve operational quality of system equipment; Transmission Electron Microscopy (TEM), Scanning Electron Microscopy (SEM), Small/Large Dual Beam (SDB/LDB); instruct customers in the operation and maintenance of the system; serve as company liaison with customer on administrative and technical matters for assigned projects; and conduct on-site installations of the full range of Thermo Fisher Scientific electron microscopy systems and their associated options.

This role provides the opportunity to grow within Field Services and across the Thermo Fisher organization.

You will be eligible for transportation support, company phone, company laptop as well as other company benefits that include bonus, 401k, healthcare, employee assistance program and moreWhat you will do:
As the primary regional field service engineer, ensure customer needs are met applying appropriate resourcesConduct on-site installation of sophisticated equipment and follow testing procedures to ensure proper working orderConduct on-site scheduled planned maintenance visitsProvide troubleshooting and repair support for customers and other field service personnelCultivate and develop positive working relationships with customers, system users and company personnelSuccessfully complete technical training, as required; identify and successfully complete specialist training based on microscopes in the regionProactively seek out additional learning opportunities both inside and outside of the regionWork informally with an applications engineer or attend an applications course to gain sophisticated knowledgeTravel, often on short notice, to customer sites to resolve problems or support other field service personnelComplete and submit field service reportsBe able to perform Preventative Maintenance on assigned toolsPartner with colleagues to acquire technical guidance needed to problem-solve systems solutionsProvide training for customers and users on system maintenanceMake yourself available to train and mentor new field service engineersProvide feedback to product quality teamsProvide appropriate input in writing updating and correcting various Thermo Fisher system documentationProvide recommendations for various reports including identifying and isolating unique problems with systemAct as a subject expert and resource for trainingMust maintain Thermo Fisher Scientifics' 4i Values

How you will get here:

Education:
High School Diploma (required)

Bachelors Degree in electronics, physics, engineering, computer science or similar field preferredExperience5 years' Experience:

Operating, troubleshooting, repairing and calibrating complex analysis tools such as SEM, TEM, FIB, Prober or similar systems is a plus but not required.

Experience with Ultra High Vacuum (UHV) a plus but not required.
Experience operating O-scopes, digital voltmeter and logical problem solving.
CompetenciesDemonstrate Technical Knowledge- Become an expert on how our ever-expanding line of products is used, serviced, and positioned in the marketplace

Demonstrate Product Knowledge:
Describe products and product lines, their positioning in the marketplace, and the needs they meetDescribes product portfolio characteristicsIdentifies and describes competitors at a high levelScale the Technology: Gain proficiency in installing, servicing and maintaining increasingly complex scientific instrumentsPerforms routine maintenance and basic repairs on a small number of noncomplex instrumentsResolves majority of calls on first visit, applying appropriate resourcesSolve Tough Problems- Troubleshoot and solve problems precisely, timely and efficientlyTroubleshoot with Precision: Follow safe, methodical processes to isolate and resolve problemsFollows SOPs and standard processes to solve problemsIdentifies problems too complex to solve independently and seeks help

Solve Problems Remotely:
Remotely gather information and take action to resolve issuesUses standard tools to remotely gather information on instrument statusEffectively gathers and documents key information about the problem from customerImpress the customer- Provide the highest level of proactive service to every customer, regardless of the circumstance

Communicate Effectively:
Foster clear, fact-based conversations with customersProactively seeks to communicate with customers when onsiteActively and attentively listens to customersTakes ownership for relationship with customer and internal partnersMake Valuable Contributions by Consulting: Proactively advise customers of solutions and standard processesProvides basic information on Thermo Fisher Scientific to customers as requested

Manage Difficult Situations:
Demonstrate empathy and professionalism while resolving customer issuesMaintains a positive attitude in the face of challenges in interactions with customersAsks for assistance from supervisor or peers when unsure with how to handle a difficult customer situationDrive for Results- Take the initiative to follow processes and to focus on results, without waiting to be askedRespect for Process: Follow standard processes and implement processes where none existUnderstands and follows key processes relevant to roleAware of SOPs and asks questions as appropriateDrive to Solutions: Demonstrate resilience and focus in resolving issues and meeting goalsProvides a first timefix when possible, applying appropriate resourcesInvolves others quickly when needed to solve a problem

Demonstrate Initiative:

Identify what needs to be done and do it without waiting to be askedTakes ownership of important issues within job scope without being askedAsks questions to find opportunities that need to be addressedKnowledge, Skills, AbilitiesMust be willing to travel 50%-75% of the time.

Demonstrated ability to lead/coach others/leadDemonstrated ability to lead complex technical issuesAbility to partner effectively with customers and colleaguesAble to take lead on difficult customer critical issuesMust have a thorough understanding and extensive experience troubleshooting and repairing ultra-high vacuum and high voltage systems.

Excellent interpersonal communication, teamwork/building, time management, organizational, problem solving, conflict management and customer service skillsProven ability to fix complex systems and subsystems down to component levelAbility to read and interpret schematicsFamiliar with UHV phenomenon and technologyRequired to read, write, and speak English fluently.

Ability to work under pressure, with a consistent record to make decisions with minimal direct supervision.
Proven ability to be detail oriented, problem solver, promote team environment.
Able to display a high level of confidentiality for both customer and Thermo Fisher Scientific.

Literate in Windows software environmentsMust possess a valid driver's license and passport and travel regionally and internationally as the need arises.

Extensive walking may be required.
May work at customer locations, in office environment to include cubicles and/or in laboratory environments.

Must be able to secure entrance to US Government laboratories and facilitiesPotentially pass through areas where chemical-based allergens may be in use (such as penicillin, tetracycline, etc)Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets, safety gloves, safety glasses, steel toe shoes, and/or bump hats.

Physical requirements include the ability to lift up to 50 lbs.

Benefits & IncentivesCompetitive Medical, vision and Dental insurance plans401k with matching company contribution (after 1 year)Company paid holidays, Floating and Paid Time OffAnnual Bonus PlanCar Allowance/Transportation Assistance ProgramsOur Mission is to enable our customers to make the world healthier, cleaner and safer.

Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values
  • Integrity, Intensity, Innovation and Involvement working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.
#StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today http:
//jobs.thermofisher.comThermo 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.

Accessibility/Disability AccessJob Seekers with a Disability:
Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments.

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Please include your contact information and specific details about your required accommodation to support you during the job application process.

This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process.

Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.

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