Lead Field Service Technician

2 months ago

Remote, Oregon, United States Thermo Fisher Scientific Full time

Work Schedule

Other

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office

Job Description

The Lead Field Service Technician (FST) for the Life Sciences Solutions Group (LSG) of Thermo Fisher Scientific is responsible for performing customer installs, repairs, and preventative maintenance on a variety of instruments in assigned territory. The FST positively interacts with customers to drive satisfaction by solving technical problems and identifying areas to improve their work. The FST also acts as a trusted advisor by commercially leveraging and executing qualifications or validation service offerings for the customer. This job is located in Madison, WI as a remote position.

Location: Madison, WI - Remote

Hours: Standard Day Shift: Monday - Friday - 8AM - 5PM

Essential Functions:

  • Provides onsite installation of instruments, upgrades, updates, repairs, and planned maintenance services.
  • Displays professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions.
  • Achieves specified revenue targets while satisfying customer needs for instrument repair, installs and PM's.
  • Achieves customer satisfaction (CAS) targets as specified annually.
  • Interacts with customers to offer and close the sale of service contracts and other service products.
  • Collaborates with internal partners to resolve customer issues and improve processes.
  • Follows all reporting responsibilities, including Field Service Reports (FSR), Qualification Documentation, and Service Escalations.
  • Is familiar with and follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
  • Executes Qualification & Validation Products at customer sites.
  • Maintains their technical competency level servicing new instrument and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors.
  • Manages travel expenses and follows Thermo Fisher Scientific travel policies and guidelines.
  • May be required to perform other related duties as required and/or assigned.

Required Qualifications:

  • BS degree in the Life Sciences, Chemistry, or Engineering field.
  • 1 – 2 years' experience in a related science, biomedical engineering and/or customer-facing role
  • Must possess a valid driver's license.

Preferred Qualifications:

  • Experience in a clinical, diagnostic and/or other regulated environment (CAP, CLIA, ISO, GMP)
  • Experience with automation and robotic systems.
  • Aptitude for learning and understanding IT systems and processes.
  • Experience in related product applications and instruments (DNA Sequencing, NGS, Real-Time PCR, Cellular Imaging, and/or molecular techniques)
  • Uses effective questioning to identify customer needs.
  • Exercises judgment setting work priorities and identifies next steps
  • Participates as a positive influence on the team.
  • Requires minimal oversight.
  • Quickly adapts to change with positive and constructive feedback.

Working Conditions:

  • Frequent travel to customer sites is required and ranges from 25-75% of work time.
  • Works in both home office as well as in a laboratory environment.
  • Is required to lift up to 50 lbs.
  • May be required to stand for long periods of time while performing duties.
  • Must be able to work safely with chemicals and hazardous materials.
  • Must be able to work overtime and flexible work schedules which includes being on-call for weekends periodically.

Our 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.

Apply today

Benefits:

We offer driven remuneration, annual incentive plan bonus scheme, healthcare, company pension/retirement, and a range of employee benefits Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

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. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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