Thermo Fisher Scientific Field Validation Engineer in Boston, Massachusetts
Validation Service Engineer
Position Summary: Unity Lab Services, a part of Thermo Fisher Scientific, provides a broad portfolio of services to research, production, and clinical customers across all industries. These services include instrument and equipment service, asset management programs, chemical and consumable supply management solutions, and laboratory support services.
This is a site based position that works at customer site to ensure customer happiness by providing installation qualification, operational qualification and performance qualification (temperature mapping), that keeps equipment operating safely and optimally. Provides experienced level support to one or more Thermo product lines or applications. Actively promotes service offerings, new products, and upgrades
Performs technical diagnosis of operational problems and repairs/calibrations on wide range of laboratory equipment to ensure that the equipment is operating to the customer’s complete happiness and manufacture specifications. May include running the vital experiments and/or coordinate among the in-house and outside authorities to reach a resolution.
Performs technical evaluations on product changes and on new products, including software verification, collection of performance data, assessment of user friendliness, ease of maintenance, etc. Provide written reports on evaluations.
In addition to training end users and distributors, you will be looked upon as a source of technical product knowledge and train other service engineers and provides support as required in the course of this duty.
Conduct validation or qualification tests of new or existing equipment, or software in accordance with internal protocols or external standards
Prepare detailed reports based on results of validation and qualification tests.
Recording of various types of data (i.e. service log, invoicing, knowledge retention, etc.) into both customers and Thermo Fisher computer systems
Ensures customer happiness through excellence in repair and support of customers’ products.
Maintains communication with customer to ensure understanding of status, cost, and timing of all aspects of the service event.
Provides courteous and knowledgeable response to technical issues, meeting commitments in a timely manner.
Serves as a customer advocate and ensures that technical issues are resolved in a timely manner
Manages customer escalation of unresolved technical issues to Technical Support
Supports the Customers and Thermo Fishers Quality Systems and Quality Policy's by following procedures/work instructions and crafting records to meet the requirements of the Quality System Regulation and ISO registration.
Maintains spare part's inventory, tools, manuals and test equipment.
Maintains records of all service events per interpersonal policy.
Promotes and sells Service Offerings such as extended warranty/PM contracts on equipment, user training, and Service Replacement Orders.
Provides sales representatives of potential selling opportunities within accounts
High school diploma required
ISO 17025 and related compliance knowledge
GxP and Good Documentation Practices
Proven understanding of Amphenol Kaye AVS temperature mapping instrumentation
3 years of related QA or Validation experience
Proven technical proficiency in instrumentation and electronics
Strong problem solving skills.
Strong verbal and written communication skills.
Proficient user of Microsoft Word, Excel and Outlook.
Up to 75% domestic travel
Ability to work outside regular business hours, and/or on-call work
Regularly lift and/or carry up to 30 pounds; and occasionally lift and/or carry 75+ pounds
Ability to bend, squat, stretch, and reach daily in a service function.
Maintain a valid driver’s license and safe driving record
Experience supporting laboratory equipment (may include, but not limited to, centrifuges, incubators, refrigeration, ultra low freezers).
Experience working in a Warehouse, Laboratory and Clean Room Environments.
Clean Room Gowning Procedures
Kaye AVS Validation
ISO 9001 and ISO 17025 Calibration Experience
GxP and GDP experience
Typical Knowledge, Skills, and Abilities
Strong problem solving skills.
Proficient interpersonal skills. Bilingual a plus but not required.
Validated interpersonal skills; ability to handle multiple priorities.
Strong interpersonal, self-motivational, & negotiating skills
While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or carry up to 30 pounds, frequently lift and/or move up to 75+ pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Specific job duties that require the physical demands itemized above include driving company vehicle to a customer site, talking to customers on the phone and in person, working on customer equipment, reading schematics, repairing instrumentation, reading color coding on resistors, writing service reports and expense reports, and installing instrumentation.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
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