Engineer I, Field Service

Thermo Fisher Scientific

Full-time - Entry Level

1-10 employees

Computer and Electronic Product Manufacturing

About the position

The Field Service Engineer (FSE) is responsible for performing installations, repairs, and preventative maintenance on laboratory instruments within a designated territory. This role emphasizes customer engagement, ensuring high-quality service delivery, and maintaining strong relationships with clients. The FSE is expected to meet revenue targets while providing tailored solutions to customer needs and collaborating with internal teams to resolve issues.

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.
• 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.
• Collaborates with internal partners to resolve customer issues and improve operational processes.
• Follows all reporting responsibilities for Cloud For Service Ticket dispatch (C4S).
• Is familiar with and follows policies that pertain to the handling of spare parts.
• Implements Qualification & Validation Products at customer sites.
• Maintains technical competency level by attending trainings and staying updated on new products.
• Handles travel expenses and follows company travel policies.

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 for service delivery.
• Demonstrates a high level of autonomy and self-motivation, requiring limited supervision.
• Actively participates as a positive influence to the team.

Nice-to-haves

• Experience in a clinical, diagnostics, and/or other regulated environment.
• Ability to quickly grasp and comprehend IT systems and processes.
• Experience in related product applications.