Field Service Engineer II

Thermo Fisher Scientific - Kansas City, MO

Full-time

Kansas City, MO

Computer and Electronic Product Manufacturing

About the position

Thermo Fisher Scientific is seeking an Engineer II Field Service Engineer to join our Unity Lab Services brand. This role is pivotal in managing all aspects of field service support and customer relationship management. The Engineer will be responsible for performing on-site repairs, preventative maintenance, and instrument qualification for Molecular Spectroscopy instrumentation, including FTIR, Raman, and UV-Vis. The ideal candidate will be customer-oriented, acting as an advocate for Thermo Fisher Scientific, and will be eager to drive growth within the organization. A typical day in this role involves collaborating closely with Professional Services and outsourcing functions to ensure client satisfaction. The Engineer will utilize customer management software to track service calls, manage parts inventories, and complete job tasks efficiently. They will review reports and documentation from customers, inspect malfunctioning products to determine the nature and scope of problems, and analyze findings to recommend appropriate corrective actions. This position also requires coordinating problem resolution with engineering, customer service, and other personnel to expedite repairs. In addition to technical responsibilities, the Engineer will analyze instrument-generated chemistry and performance reports to recommend factory modifications that prevent future issues. They will serve as a communication link between the customer and the company, ensuring effective service delivery. Furthermore, the Engineer will develop and conduct training on the safe operation of equipment, demonstrating skills to both team members and customers, including Chemists. Progression in training and certification for core products is also expected. Other duties may be assigned as necessary.

Responsibilities

• Perform on-site repair, preventive maintenance, and qualification of Molecular Spectroscopy instrumentation (FTIR, Raman, UV-Vis).
• Work in conjunction with Professional Services and outsourcing functions to ensure client satisfaction.
• Utilize customer management software to track service calls, manage parts inventories, and complete job tasks.
• Review reports and documentation from customers and inspect malfunctioning products to determine the nature and scope of problems.
• Analyze findings from reviews and inspections to determine the source of problems and recommend corrective actions.
• Coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs.
• Analyze instrument-generated chemistry and performance reports to recommend factory modifications that prevent future issues.
• Provide a communication link between the customer and the company to ensure effective service delivery.
• Develop and conduct training on the safe operation of equipment and demonstrate skills to trainees, including team members and customers (Chemists).
• Show and demonstrate progression in training and certification for core products.

Requirements

• Bachelor's degree in chemistry, sciences, or a related field preferred.
• 3-5 years of hands-on experience as a Service Engineer, particularly with analytical instrumentation.
• Hands-on experience with Molecular instrumentation (FTIR, UV-Vis, Raman) preferred.
• Effective interpersonal skills and ability to establish good customer rapport.
• Ability to prioritize service requests and produce clear and concise documentation.
• Valid Driver's License required.
• Ability to lift 40 lbs.
• Ability to stand for long periods of time.
• Availability to travel on a daily basis, and up to 50% overnight.
• Ability to work overtime.
• Must be able to successfully pass federal background checks.