Engineer III, Field Service
 
Summary: 
Unity Lab Services, a part of Thermo Fisher Scientific, provides integrated solutions, instrument, and enterprise services to our customers.   As a Field Service Engineer, you will be responsible for managing all aspects of field service support and customer relationship management.  The successful candidate will provide complete services on Chromatography and Mass Spectrometry systems, including installation, repairs, preventative maintenance, and instrument qualifications. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific in customer laboratories, and be eager to drive growth.
 
 
Essential Duties and Responsibilities:

• Perform on-site installation, repair, maintenance, qualification, and validation of Chromatography and Mass Spectrometry systems
• Must be client-focused, working in conjunction with other ULS teams and Sales
• Must be proficient with the use of customer management software to track service calls, manage parts inventories, and complete job tasks
• Reviews reports and documentation from customers, and inspects malfunctioning product to determine nature and scope of problem
• Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action
• Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs
• Analyzes Chemistry and instrument reports in the process of diagnosing technical or application problems
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer
• Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers
• Other duties may be assigned

 
Knowledge, Skills, and Abilities necessary to perform essential functions

• Must have strong interpersonal skills.
• Effective communication skills.
• Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical and optical instrumentation in a commercial scientific laboratory environment.
• Ability to read, interpret and analyze component layout drawings, schematics, assembly drawings, wiring and labeling diagrams.
• Experience in selling process.  Proven ability to sell Thermo Fisher Scientific value based service solutions.
• Basic instructional abilities (Field Services employee mentoring and customer training).
• Ability to prioritize territorial requirements (service calls, installations, and regional needs) and establish realistic schedules to meet requirements.
• Ability to produce clear and concise documentation.
• Ability to work independently, and as part of a group, to accomplish individual and team objectives.
• Independently resolve routine customer satisfaction issues.
• Proven/developed leadership ability/credibility.
• Customer/business-oriented (satisfaction.)
• Detailed understanding of service.
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement.
• Use of prescribed PPE to perform work function safely.
• Regular and Reliable Attendance.

 
Education and/or Experience requirements
Bachelor’s Degree in Chemistry, Sciences or related field preferred

• 5+ years hands-on experience as a Service Engineer working with analytical instrumentation is preferred, or 3+ years relevant industry experience
• Hands-on experience with Chromatography and Mass Spectrometry instrumentation and related control software preferred

 
Specific Scope Data

• Responsible for management of assets at a designated customer site.
• Responsible for installed customer base in designated territory as required.
• Manage individual field Inventory up to $7500 monthly average total as well as maintain and manage a dedicated site inventory.

Knowledge, Skills, Abilities

• Effective communication skills and establishing good customer rapport are essential
• Ability to prioritize service requests and produce clear and concise documentation
• Maintain a valid driver’s license and safe driving record.
• Regular and reliable attendance
• Must be available to travel overnight within an assigned territory or other areas as required
• Ability to safely lift 50lbs with assistance on occasion.
• Ability to safely lift and carry 25-30lbs continuously throughout the day.
• Ability to bend, squat, stretch, and reach on a daily basis in a service function.
• Maintain a valid driver’s license and safe driving record.
• Regular and reliable attendance

 
Physical/Environmental requirements

1. Physical Activities:

• Ability to safely lift up to 50lbs with assistance as required.
  Ability to safely lift and carry 25-30lbs continuously.
• Ability to bend, squat, stretch, and reach on a daily basis in a service function.
• Must be available to travel overnight within an assigned territory or other areas as required

(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 and risk of electrical shock.  Risk of exposure to moving mechanical parts, fumes, airborne particles, radiation, and vibration.  The noise level in the work environment is typically moderate.