Field Service Engineer III (DC, MD, VA)

Thermo Fisher Scientific

Full-time - Mid Level

Remote

Computer and Electronic Product Manufacturing

About the position

The Field Service Engineer III position at Unity Lab Services, a part of Thermo Fisher Scientific, is a critical role that focuses on providing integrated solutions and services to customers in the field of analytical instrumentation. This position is fully remote, allowing the engineer to manage all aspects of field service support and customer relationship management from their home base. The engineer will be responsible for a variety of tasks including installation, repair, preventative maintenance, and instrument qualification of various analytical instruments. The role requires a strong customer orientation, as the engineer will act as an advocate for Thermo Fisher Scientific, ensuring that customer needs are met and that service quality is maintained. In this role, the Field Service Engineer will perform on-site installations and repairs, conduct preventative maintenance, and qualify instrumentation to ensure optimal performance. The engineer will work closely with Professional Services and outsourcing functions, utilizing customer management software to track service calls, manage parts inventories, and complete job tasks efficiently. A key aspect of the job involves reviewing reports and documentation from customers, inspecting malfunctioning products, and determining the nature and scope of problems. The engineer will analyze findings to recommend appropriate corrective actions, whether that be repairs, replacements, or modifications to prevent future issues. Additionally, the Field Service Engineer will serve as a communication link between customers and the company, ensuring effective service delivery. They will also be responsible for developing and conducting training sessions on the safe operation of equipment, demonstrating skills to both team members and customers, and progressing in training and certification for advanced products. This position may require flexibility in working hours, including overtime, to meet customer needs and service demands.

Responsibilities

• Perform on-site installation, repair, preventative maintenance, and qualification of instrumentation.
• 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 recommend repairs, replacements, or other 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 operations of equipment and demonstrate skills to trainees, including team members and customers.
• Show and demonstrate progression in training and certification for advanced products.

Requirements

• Bachelor's Degree in Chemistry, Sciences or related field preferred.
• 3-5 years hands-on experience as a Service Engineer, particularly with analytical instrumentation.
• Hands-on experience with Gas Chromatography, Liquid Chromatography, Ion Chromatography, Mass Spectrometry instrumentation (GC, HPLC, IC, MS) preferred.
• Effective communication skills and ability to establish good customer rapport are essential.
• Ability to prioritize service requests and produce clear and concise documentation.