Engineer II, Field Service - Seattle, WA

$65,998 - $99,008/Yr

Thermo Fisher Scientific - Seattle, WA

Full-time - Mid Level

Remote - Seattle, WA

Computer and Electronic Product Manufacturing

About the position

The Field Service Engineer (FSE) is responsible for performing customer installations, repairs, and preventative maintenance on various instruments within an assigned territory. This role requires positive customer interaction to solve technical problems and identify areas for improvement in customer operations. The FSE is expected to achieve revenue targets while ensuring customer satisfaction and maintaining technical proficiency in new products and industry developments.

Responsibilities

• Provides onsite installation of instruments, upgrades, updates, repairs, and preventative maintenance service.
• Demonstrates integrity, understanding, tact, fairness, and technical knowledge in all customer interactions.
• Achieves specified revenue targets while satisfying customer needs from instrument repair, installs, and PMs or equivalent experience.
• 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.
• Adheres to all reporting responsibilities for Remote Service Dispatch (RSD)/Cloud 4 Service (C4S), Blocking issue, 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.
• Completes Qualification & Validation Products at customer sites.
• Keeps up-to-date with training, staff meetings, and industry developments to maintain technical proficiency in new products, markets, customers, and competitors.
• Performs other related duties as required and/or assigned.

Requirements

• Requires a bachelor's degree in engineering, biology, chemistry, or a related field, or equivalent work experience and knowledge.
• Minimum of 3+ years of relevant experience with related science, engineering, and/or customer skills.
• Effective communication skills, both oral and written.
• Knowledge of and ability to deliver a high degree of customer fulfillment.
• Strong technical, electro-mechanical, and laboratory knowledge.
• Exercises sound logic and judgment in setting work priorities.
• Strong organizational and administrative skills.
• Uses effective questioning to identify customer needs.
• Requires minimal oversight.
• Participates as a positive influence on the team.
• Quickly adapts to change with positive and constructive feedback.

Nice-to-haves

• Master's level degree
• Experience in a clinical, diagnostics, and/or other regulated environment
• Interest in learning and understanding IT systems and processes
• Experience with related technology

Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs.
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy.
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan.
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.