Engineer I, Field Service

Thermo Fisher Scientific - Waltham, MA

Full-time

Waltham, MA

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 requires a dedicated professional who can engage with customers effectively, providing high-quality service in a timely manner. The FSE is responsible for managing a variety of laboratory instruments within a designated territory, ensuring that all customer needs are met while achieving specified revenue targets. The role demands a blend of technical expertise and customer service skills, as the FSE will interact directly with clients to offer service contracts and other service products, ensuring their complete satisfaction. In addition to performing onsite installations and maintenance, the FSE must maintain a high level of integrity and professionalism in all customer interactions. This includes displaying outstanding technical knowledge and fostering strong relationships with clients. The FSE is also responsible for collaborating with internal partners to resolve customer issues and improve operational processes. Accurate reporting is essential, as the FSE must follow all responsibilities related to service ticket dispatch, field problem reports, and service reports. The position requires the FSE to stay updated on new products and technologies through ongoing training and meetings. The FSE must also manage travel expenses in accordance with company policies, ensuring cost-effective travel arrangements. Overall, the Field Service Engineer is a vital link between the company and its customers, ensuring that laboratory instruments are functioning optimally and that customer satisfaction is achieved.

Responsibilities

• Provides onsite installation of instruments, upgrades, updates, repairs, and planned maintenance service.
• Displays integrity, understanding, tact, fairness, and outstanding technical knowledge in all customer interactions, encouraging strong and long-lasting relationships.
• Achieves specified revenue targets while satisfying customer needs through efficient instrument repair, installations, and preventive maintenance services.
• Interacts with customers to offer and close the sale of service contracts and other service products, providing them with best-in-class support and ensuring their complete satisfaction.
• Collaborates with internal partners to resolve customer issues and improve operational processes.
• Follows all reporting responsibilities for Cloud For Service Ticket dispatch (C4S), addressing any issues that arise, submitting Field Problem Reports (FPR), and Field Service Reports (FSR) promptly and accurately.
• Is familiar with and follows policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
• Implements Qualification & Validation Products at customer sites.
• Maintains their technical competency level servicing new instruments and problems by attending trainings, staff meetings, and staying up to speed on new products, markets, customers, and competitors.
• Handles travel expenses and follows company travel policies and guidelines, ensuring cost-effective and efficient travel arrangements.
• Performs other related tasks as needed and/or assigned.

Requirements

• Requires a bachelor's degree in engineering, biology, chemistry, or related field.
• 1-3 years working in a related science, engineering, and/or customer-facing role.
• Uses effective questioning techniques to identify customer needs and provide tailored solutions.
• Exercises judgment in setting work priorities and identifies next steps to ensure efficient and effective service delivery.
• Demonstrates a high level of autonomy and self-motivation, requiring limited supervision.
• Actively participates as a positive influence to the team, encouraging a collaborative work environment.
• Quickly adapts to change by using new technologies and methodologies to continuously improve performance and stay ahead.

Nice-to-haves

• Experience in a clinical, diagnostics, and/or other regulated environment, ensuring compliance with industry standards and regulations.
• Shows an ability to quickly grasp and comprehend IT systems and processes, using technology to improve service delivery.
• Experience in related product applications, enabling a deep understanding of customer assays and technical requirements.