Engineer I, Field Service

Thermo Fisher Scientific

Full-time - Entry Level

Remote

Computer and Electronic Product Manufacturing

About the position

The Field Service Engineer (FSE) plays a crucial role in ensuring the optimal performance of laboratory instruments through customer installations, repairs, and preventative maintenance. This position is primarily remote, based in Tennessee, and involves significant interaction with customers to address technical issues and enhance their operational efficiency. The FSE is responsible for providing onsite installation of instruments, conducting upgrades, performing repairs, and delivering planned maintenance services. A key aspect of the role is to maintain professionalism and technical knowledge during all customer interactions, ensuring that customer satisfaction is achieved while meeting specified revenue targets from service contracts and instrument repairs. In addition to technical responsibilities, the FSE collaborates with internal teams to resolve customer issues and improve service processes. This includes adhering to reporting responsibilities related to Remote Service Dispatch, Field Problem Reports, and Field Service Reports. The FSE must also manage spare parts effectively, including ordering, usage, and returns, while maintaining a physical count and managing car stock. Continuous professional development is essential, as the FSE must stay updated on new products, markets, and competitors by attending training sessions and staff meetings. The position requires a bachelor's degree in engineering, biology, chemistry, or a related field, along with a minimum of three years of relevant experience in a scientific or engineering role. The FSE must demonstrate effective questioning skills to identify customer needs and exercise sound judgment in setting work priorities. Adaptability to change and a positive team influence are also critical attributes for success in this role.

Responsibilities

• Provides onsite installation of instruments, upgrades, updates, repairs and planned maintenance service
• Displays professionalism, understanding, tact, fairness and technical knowledge in all customer interactions
• Achieves specified revenue targets while satisfying customers from instrument repair, installs and PM's
• Interacts with customers to offer and close the sale of service contracts and other service products
• Collaborates with internal partners to resolve customer issues and improve processes
• Follows all reporting responsibilities of Remote Service Dispatch (RSD), Escalation, Field Problem Report (FPR) and Field Service Report (FSR) submissions
• Is familiar with and follows policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
• Drives Qualification & Validation Products at customer sites
• Maintains technical competency level servicing new instruments and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors
• Manages travel expenses and follows Life Technologies travel policies and guidelines
• May be required to perform other related duties as required and/or assigned

Requirements

• Requires a bachelor's degree in engineering, biology, chemistry or related field or equivalent work experience and knowledge
• 3+ years of relevant experience in a related science, engineering and/or customer facing role
• Uses effective questioning to identify customer needs
• Exercises judgment setting work priorities and identifies next steps
• Requires minimal guidance
• Participates as a positive influence to the team
• Quickly adapts to change with positive and constructive feedback

Nice-to-haves

• Experience in a clinical, diagnostics and/or other regulated environment
• Interest in learning and understanding IT systems and processes
• Experience in related product applications