Engineer II, Field Service (IC, LC) - Charlotte, NC

Thermo Fisher Scientific

Full-time - Entry Level

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Engineer II, Field Service position at Thermo Fisher Scientific involves providing field service support for various chromatography and mass spectrometry systems. The role focuses on customer relationship management, ensuring customer satisfaction through installation, maintenance, and training on equipment. The engineer will also be responsible for managing service calls and maintaining communication between the customer and the company.

Responsibilities

• Provide field service support for liquid chromatography (HPLC), ion chromatography (IC), gas chromatography (GC), trace elemental Analysis (TEA) systems, and mass spectrometry (MS).
• Handle all aspects of customer relationship management, including installation, preventive maintenance, and detailed reporting.
• Work closely with Service and Sales teams to ensure customer satisfaction.
• Schedule and track service calls, manage personal parts inventories, and complete service reports using service ticket management software.
• Train customers on equipment and software, reviewing customer data to assess equipment health and functionality.
• Share repair diagnostics and information to speed up repairs.
• Stay up to date with technical bulletins and factory communications.
• Act as a communication link between the customer and the company to ensure effective service provision.
• Attend factory-provided technical and service training on the latest chromatography products.

Requirements

• High school diploma or equivalent required.
• Bachelor's degree in Chemistry or Sciences, or equivalent experience preferred.
• Military or trade school equivalency will be considered.
• 1+ years of experience desired.
• Background in Chemistry or Biochemistry preferred.
• Experience working in a regulated environment preferred.
• Effective communication skills and ability to establish good customer rapport are crucial.
• Proven track record in diagnosing and resolving problems on sophisticated scientific laboratory instrumentation.
• Ability to schedule and work independently and as part of a group to accomplish individual and team objectives.
• Ability to read and interpret technical drawings and diagrams.
• Ability to bend, squat, stretch, and reach every day in a service function.
• Regularly lift and/or move up to 50 pounds.
• Maintain a valid driver's license and safe driving record.
• Ability to work overtime and/or outside regular business hours.