Thermo Fisher Scientific Engineer I, Field Service in Boston, Massachusetts
Engineer I, Field Service
The Field Service Engineer (FSE) performs customer installs, repairs and preventative maintenance on a variety of laboratory instruments in assigned territory. The FSE positively interacts with customers to solve technical problems and identify areas to improve their work.
Provides onsite installation of instruments, upgrades, updates, repairs and planned maintenance service
Displays professionalism, understanding, tact, fairness and technical knowledge in all customer interactions.
Achieves specified revenue targets while satisfying customer from instrument repair, installs and PM's.
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 of Remote Service Dispatch (RSD), Escalation, Field Problem Report (FPR) and Field Service Report (FSR) submissions.
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 Life Technologies travel policies and guidelines.
May be required to perform other related duties as required and/or assigned.
Requires a bachelor's degree in engineering, biology, chemistry or related field or equivalent work experience and knowledge.
Minimum of 3+ years of relevant experience in a related science, engineering and/or customer facing role
Uses effective questioning to identify customer needs
Exercises judgment setting work priorities and identifies next steps
Requires minimal oversight
Participates as a positive influence to the team
Quickly adapts to change with positive and constructive feedback
Experience in a clinical, diagnostics and/or other regulated environment
Aptitude for learning and understanding IT systems and processes
Experience in related product applications
Frequent travel to customer site is required and ranges from 25-75% of work time. Works both in home office as well as in a laboratory environment. Is required to lift up to 40 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 shifts including weekend/holiday rotations.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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