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Field Service Engineer III

3 months ago

Brockton, Massachusetts, United States Thermo Fisher Scientific Full time

Job Description

As our new Engineer, you will be delivering routine service activities for the Unity Lab Services Chromatography Service group. It is a dedicated field-based role supporting our customers on-site on a wide product range, but mainly focusing on Liquid Chromatography (HPLC) ) and Mass Spectroscopy (MS) ) Instruments. You will primarily focus on delivering Preventive Maintenance, Installation- and Services repairs within Clinical Service Team for the purpose of achieving:

  • The highest levels of customer satisfaction (Customer Allegiance Score).
  • Accurate and timely maintenance and qualification visits.
  • Lowest repeated call rates post-maintenance.

Working as part of the dedicated Service team, you will take part in providing marked-leading on-site services exceeding customer's expectations every single day.

Our Organization:

This role sits within our Unity Lab Service (ULS) organization, which provides a single source for integrated lab service, support, and supply management. Our customized service offerings and outstanding services have the flexibility and experience to uniquely address our customer's business needs. Whether they are looking to arrange for service on a single instrument or are seeking resources to handle entire labs, there is a solution to meet their business requirements.

Responsibilities:

  • Perform on-site installations, repairs, maintenance, qualifications, and validations.
  • Customer-facing, working in conjunction with other ULS teams and Sales.
  • Use customer management software to review service calls, handle parts inventories, and complete job tasks.
  • Listen to the customer, review their documents, and inspect the instrument to resolve nature and scope of problem.
  • Analyze and review inspection findings to resolve source of problem, and recommend repair, replacement, or other corrective action.
  • Analyzes system chemistry and use instrument reports to diagnose technical or application problems.
  • Work with specialists, engineering, customer service, and other personnel to expedite repairs and drive quick resolution.
  • Establish and maintain a communication link between the customer and the company to help ensure that effective service is provided.
  • Provide customer instrument familiarization instruction on the accurate use and maintenance of their instruments.
  • Other duties may be assigned.

Knowledge, Skills, and Abilities pertinent to perform role functions:

  • Must have strong interpersonal and effective communication skills.
  • Ability to diagnose and resolve problems on mechanical, and optical instrumentation in a clinical laboratory environment.
  • Read, interpret, and analyze component layout drawings, schematics, assembly drawings, wiring and labeling diagrams.
  • Basic instructional abilities to provide customer familiarization instruction.
  • Prioritize clinical customer requirements and establish realistic schedules to meet requirements.
  • Produce clear, detailed, and concise documentation and customer reports.
  • Work independently and as part of a group, to accomplish individual and team objectives as well as resolve routine customer concerns.
  • Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation, and Involvement. Maintain a valid driver's license, available to travel overnight up to 50% and weekend work may be required.

Minimum Education and/or Experience requirements

  • Bachelor's Degree in Sciences, Engineering, Electronics, or equivalent work experience.
  • 3+ years hands-on experience servicing analytical equipment gained either as an Engineer, application specialist or working as a Scientist in a laboratory.

Specific Scope Data

  • Management of assets found at customer site.
  • Responsible for installed customer base at a designated clinical customer site.
  • Responsible for individual field Inventory up to $10,000 monthly average total as well as maintain and handle a dedicated site inventory.

Physical/Environmental requirements:

(1) Physical Activities :

  • Ability to safely lift 50 Lbs with assistance on occasion and carry 25-30 Lbs continuously throughout the day.
  • Ability to bend, squat, stretch, and reach daily in a service function.

(2) Level of Physical Requirements : Medium to Heavy work.

(3) Level of Visual Acuity : Close vision, distant vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

(4) Environmental Conditions : Risk of exposure to toxic or caustic chemicals, risk of electrical shock, moving mechanical parts, fumes, airborne particles, radiation, and vibration. The noise level in the work environment is typically moderate.

What we offer :

  • Excellent career progression opportunities with a large and growing global employer.
  • High quality training and mentoring.
  • Competitive salary, plus performance bonus & full benefits package.
  • Company car.

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.