Field Service Technician

Position Objective:

The Field Service Technician (FST) performs planned maintenance, repairs and other verification/qualification services on a variety of laboratory instruments in assigned territory. The FST engages with customers and provides basic instrument services in a professional and timely manner.

Essential Functions:

• Provides planned maintenance (PM), basic repair services and temperature verifications
• Displays professionalism, understanding, tact, fairness and technical knowledge in all customer interactions.
• 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.
• Maintains their technical competency by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors.
• Manages travel expenses and follows Thermo Fisher travel policies and guidelines.
• Executes Qualification & Validation Products at customer sites as required
• Collaborates with internal partners to resolve customer issues and improve processes.
• Communicates regularly and effectively with management
• May be required to perform other related duties as required and/or assigned.

Education Requirements:

Requires a bachelor’s degree in engineering, biology, chemistry or related field or equivalent work experience and knowledge.

Required Qualifications:

• Effective communication skills, both oral and written
• Basic technical, electro-mechanical and laboratory knowledge
• Knowledge of and ability to deliver a high degree of customer satisfaction
• Strong organizational and administrative skills
• Uses effective questioning to identify customer needs
• Exercises sound logic and judgment setting work priorities
• Ability to self-direct and requires minimal oversight
• Participates as a positive influence to the team
• Quickly adapts to change with positive and constructive feedback

Preferred Qualifications:

• Minimum of 1+ years of relevant experience in a related science, engineering and/or customer facing role
• Experience in a clinical, diagnostics and/or other regulated environment
• Aptitude for learning and understanding IT systems and processes
• Experience in related product applications
• Open to relocation as other field service opportunities arise in North America

Working Conditions:

Frequent travel to customer site is required and ranges from 50-75% 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, flexible shifts, and some holiday/weekend rotations.

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