Engineer I, Field Service

Thermo Fisher Scientific - Cambridge, MA

Full-time

Cambridge, MA

Computer and Electronic Product Manufacturing

About the position

The Field Service Engineer (FSE) at Thermo Fisher Scientific is responsible for performing customer installations, repairs, and preventative maintenance on a variety of laboratory instruments within an assigned territory. This role requires a high level of customer engagement, ensuring that services are delivered in a professional and timely manner. The FSE is expected to maintain strong relationships with customers by displaying integrity, understanding, and outstanding technical knowledge during all interactions. The position is crucial for achieving specified revenue targets while satisfying customer needs through efficient instrument repair, installations, and preventive maintenance services. In addition to technical responsibilities, the FSE will interact with customers to offer and close sales of service contracts and other service products, ensuring complete customer satisfaction. Collaboration with internal partners is essential to resolve customer issues and improve operational processes. The FSE must also adhere to reporting responsibilities for Cloud For Service Ticket dispatch (C4S), addressing any issues that arise, and submitting Field Problem Reports (FPR) and Field Service Reports (FSR) promptly and accurately. The role requires familiarity with policies regarding the handling of spare parts, including ordering, usage, returns, and physical count management. Continuous professional development is emphasized, as the FSE must maintain technical competency by attending trainings and staying updated on new products, markets, and competitors. The position also involves managing travel expenses in accordance with company policies, ensuring cost-effective travel arrangements. Other related tasks may be assigned as needed.

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.