Engineer II, Field Service

Thermo Fisher Scientific - Cambridge, MA

Full-time - Mid Level

Cambridge, MA

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

When you're part of Thermo Fisher Scientific, you'll do daring work, and join a team that values performance, quality, and innovation. As part of a successful, growing global organization, you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world. The Materials and Structural Analysis (MSD) Electron Microscopy (EM) business enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase productivity, and ultimately change the world. The MSD EM business designs, manufactures, and supports the broadest range of high-performance microscopy workflow solutions that provide images and answers in the micro-, nano-, and picometer scales. Combining hardware and software expertise in electron, ion, and light microscopy technologies with deep application knowledge in the materials science, life sciences, semiconductor, electronics, and natural resources markets, the worldwide Electron Microscopy employees are dedicated to customers' pursuit of discovery and resolution to global challenges. The Field Service Engineer II for the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific is responsible for performing the on-site installation, servicing, and repair of complex equipment and systems. Engineers investigate and improve operational quality of system equipment; Transmission Electron Microscopy (TEM), Scanning Electron Microscopy (SEM), Small/Large Dual Beam (SDB/LDB); instruct customers in the operation and maintenance of the system; serve as company liaison with customer on administrative and technical matters for assigned projects; and conduct on-site installations of the full range of Thermo Fisher Scientific electron microscopy systems and their associated options.

Responsibilities

• Ensure customer needs are met applying appropriate resources
• Conduct on-site installation of sophisticated equipment and follow testing procedures to ensure proper working order
• Conduct on-site scheduled planned maintenance visits
• Provide troubleshooting and repair support for customers and other field service personnel
• Cultivate and develop positive working relationships with customers, system users, and company personnel
• Successfully complete technical training, as required; identify and successfully complete specialist training based on microscopes in the region
• Proactively seek out additional learning opportunities both inside and outside of the region
• Work informally with an applications engineer or attend an applications course to gain sophisticated knowledge
• Travel, often on short notice, to customer sites to resolve problems or support other field service personnel
• Complete and submit field service reports
• Perform Preventative Maintenance on assigned tools
• Partner with colleagues to acquire technical guidance needed to problem-solve systems solutions
• Provide training for customers and users on system maintenance
• Train and mentor new field service engineers
• Provide feedback to product quality teams
• Update and correct various Thermo Fisher system documentation
• Provide recommendations for various reports including identifying and isolating unique problems with the system

Requirements

• University degree in electronics, physics, engineering, computer science or similar field preferred; or 5-10 years of equivalent combination of education, skills and experience
• 5-10 years' experience operating, troubleshooting, repairing and calibrating complex analysis tools such as SEM, TEM, FIB, Prober or similar systems is a plus but not required
• Experience with Ultra High Vacuum (UHV) a plus but not required
• Experience operating O-scopes, digital voltmeter and logical problem solving
• Demonstrated ability to lead complex technical issues
• Ability to partner effectively with customers and colleagues
• Excellent interpersonal communication, teamwork/building, time management, organizational, problem solving, conflict management and customer service skills
• Ability to work under pressure, with a consistent record to make decisions with minimal direct supervision
• Able to display a high level of confidentiality for both customer and Thermo Fisher Scientific
• Must possess a valid driver's license and passport and travel regionally and internationally as the need arises

Nice-to-haves

• Experience with Ultra High Vacuum (UHV)
• Experience operating O-scopes, digital voltmeter and logical problem solving