When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

How will you make an impact?

The Service Engineer is responsible for managing all aspects of field service support and customer relationship management. The successful candidate will provide complete services on Surface Analysis XPS systems including installation, repair, preventative maintenance, and instrument qualification. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific and be eager to drive growth. The incumbent must be located in the Midwest.

What will you do?

• Conduct on-site installation of complex equipment and follow testing procedures to ensure proper working order
• Conduct on-site scheduled planned maintenance visits
• Provide troubleshooting and repair support for customers and other field service personnel
• Cultivate and develop positive working relationships with customers, system users and company personnel
• Travel, often on short notice, to customer sites to resolve problems or support other field service personnel
• Complete and submit field service reports
• Provide training for customers and users on system maintenance
• Provide feedback to product quality teams
• Must be client-focused, working in conjunction with Professional Services and outsourcing functions.
• 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 instrument generated chemistry and performance reports of technical issues to recommend factory modifications that eliminate future events of the same issue.
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
• Resolve difficult and escalated repairs and advises on hot account resolution
• 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.

How will you get here?
Education

• Bachelors Degree in Chemistry, Sciences or related field preferred

Experience

• 3-5 years hands-on experience as a Service Engineer is preferred, particularly working with analytical instrumentation
• Hands-on experience with XPS instrumentation preferred

Knowledge, Skills, Abilities

• Effective communication skills and establishing good customer rapport are essential
• Ability to prioritize service requests and produce clear and concise documentation
• Must be available to travel on a daily basis. Overnight travel typically Mon –Fri, more than 50% of weeks.

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.