Thermo Fisher Scientific is the world leader in serving science. We enable our customers to make the world healthier, cleaner and safer by providing analytical instruments, equipment, reagents and consumables, software and services for research, analysis, discovery and diagnostics. With annual sales of $17 billion, we have over 50,000 employees and serve customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as in environmental and process control industries. 
 

Job Title: Field Service Engineer, APJ 
Business Division: Microbiology, Specialty Diagnostics Group 
Office Hours: Mon-Fri, 830am to 530pm
Office Location: Marsiling, Singapore (8-10 mins walk from Woodlands MRT/bus interchange) 
 

Position Summary:

This position, Field Service Engineer (FSE) requires the staff to have good inter-personal skill, positive attitude towards work, technically sound in the field of Laboratory Equipment Service, forthcoming, self-motivated, good organization skill, resourceful to provide solution to problem, able to work independently and pro-active in handling service matters. The incumbent must also be willing to accommodate to customer’s schedule requests and to provide direct field service support and coverage for our Thermo Scientific Microbiology Equipment.
 

Responsibilities:

Direct Service Delivery

• Provide field service support including installation, PM, breakdown calls etc for direct countries
• Support distributor countries on service escalation
• Support sales team on tender preparation and site evaluation

Direct Service Support Administration

• Service administration and coordination with various stakeholders
• Service resources manning and planning
• Filling up field service report, service checklist and update service call in SFDC
• Customer relationship management
• Manage service contracts

Customer Allegiance Management

• Responsible for all MBD equipment
• Respond timely to technical helplines and enquiries
• Manage, monitor and record all technical enquiries
• Work with global team to handle service escalation, product quality review, part delivery and warranty claim
• Support direct sales team for installation site inspection

Technical Knowledge Soundness

• Responsible for 2-3 Key Product Lines
• Provide advance-level technical and application consultation
• Plan and conduct field service trainings
• Manage field service support enquiries

Minimum Requirements/Qualifications:

• Bachelor degree in Engineering, Mechatronic, Biotechnology or Computing with relevant experience in similar field and industry
• Minimum 3 years’ experience as Field Service Engineer or Technical Service Specialist
• Experience with technical training of customers/distributors/etc. 
• Good communication skills in English language
• Good customer management skills 
• Able to work independently and pro-actively provide feedback
• Able work under tight timeline and multi-tasking
• Maintain balanced approach under stressed situations
• Good organization and documentation skills

• Specialized and relevant technical skill trainings like SFDC, Coaching, Quality Standards, NSF Certified Engineer, Six Sigma and/or laboratory equipment service trainings will value-add
• Experience in customer relationship management, sales channel management, organizing and lecturing technical classes, etc. 
• Possess laboratory instrumentation and administrative skills, as well as exposure to logistics planning will be an advantage