Career Site Posting:
Field Service Engineer III - MA
Job Title: Field Service Engineer
Requisition ID: 201349BR
The primary geography of responsibility is the Northeast area of the United States, with additional coverage of the East Coast as needed. Ideal candidate will live in the Boston/Cambridge MA area.
About Thermo Fisher Scientific!
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 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, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 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.
How you will make an impact!
The Field Service Engineer will provide engineering expertise and applications/service support to customers on Thermo Fisher Scientific’s Invitrogen instruments, particularly the Bigfoot Spectral Cell Sorter, through a variety of interfaces. This may include in-person, virtual via Rescue Lens, phone and/or email communications. They will partner with Field Application Scientists to deliver product line specific customer support activities and solve customer escalations effectively. Also acts as a trusted expert to our customers, thereby increasing customer satisfaction and loyalty and contributing to the overall success of the business.
What you will do:
o Provide on-site support to customers that includes but is not limited to: installation and service of instrumentation, on and off-site support, marketing, exhibitions, and beta site support.
o Support of additional Thermo Fisher Scientific instrumentation including the AttuneNXT flow cytometer and Rotea centrifugation system.
o When not travelling, provide remote support to Bigfoot customers.
o Install and service instrumentation with minimum direct supervision.
o Provide follow-up service with customers who have recently been provided service.
o Ensure service was complete and satisfactory to the customers' needs.
o Properly maintain parts inventory, test equipment, tools, and technical data.
o Complete service documentation in a timely fashion, including service reports, follow-up emails, expense reports, etc.
o Work with R+D new products to document service manuals, procedures, PMs, etc.
o Display maturity and judgment in time management and expense control.
o Report quality control and other technical problems, in detail, to Bigfoot Support and R+D.
o Interface effectively with other employees to resolve customer problems and issues.
How will you get here?
EDUCATION
o Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Life Sciences, equivalent military experience or Associates Degree with 3 or more years’ experience in servicing research or medical equipment.
REQUIRED EXPERIENCE
o 2-5 years' experience troubleshooting and responding to customer concerns.
PREFERRED EXPERIENCE
o Engineering background with 3-5 years of Field Service experience
o 3-5 years of Field Service experience with Cell Sorting
o 3-5 years of Field Service experience with Flow Cytometry
Knowledge, Skills, Abilities
o Requires proof of Covid-19 vaccination.
o Consistent track record of being reliable and accountable for all aspects of their job.
o Proficient level of digital literacy including MS Word, PowerPoint, Excel and Outlook.
o Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner.
o Resourceful, with the ability to work independently and strong time management skills.
o Ability to adapt to changing circumstances.
o Decision-making, problem resolution and creative thinking skills with attention to detail.
o Must be available to travel overnight within the territory or other areas as required.
o Requires flexibility to work across multiple global time zones
o Able to address practical problems and deal with a variety of variables in situations where only limited standardization exists.
o Excellent written and oral communications skills
o Works from a remote home office
o Travel up to 50% or more.
o Valid Driver’s license is required.
o Most duties are performed at field locations which may require walking within customer facilities, standing while performing repairs or conducting meetings and sitting to complete reports and service calls.
o Demonstrations may require moving equipment and manual dexterity and ability to lift up to 50 pounds.
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
