Field Service Engineer

Thermo Fisher Scientific - Madison, WI

Full-time

Madison, WI

Computer and Electronic Product Manufacturing

About the position

As a Field Service Engineer at Thermo Fisher Scientific Inc., you will be a vital member of the Life Sciences Solutions Group (LSG), responsible for providing exceptional customer service and technical expertise. This role involves performing installations, repairs, and preventative maintenance on various instruments, primarily in the greater Madison and Milwaukee area, while ensuring customer satisfaction and exceeding revenue targets.

Responsibilities

• Provide flawless onsite installation, upgrades, updates, repairs, and planned maintenance services for instruments.
• Display professionalism, technical knowledge, and exceptional customer service in all interactions.
• Exceed revenue targets while ensuring customer satisfaction by meeting instrument repair, installation, and preventive maintenance needs.
• Interact with customers to offer and close the sale of service contracts and other service products.
• Collaborate with internal partners to improve processes and resolve customer issues.
• Follow all reporting responsibilities, including Field Service Reports (FSR), Qualification Documentation, and Service Escalations.
• Maintain technical competency by attending trainings, staff meetings, and staying up to date on new products, markets, customers, and competitors.
• Manage travel expenses and adhere to Thermo Fisher Scientific travel policies and guidelines.

Requirements

• A BS degree in the Life Sciences, Chemistry, or Engineering field, or equivalent experience.
• Proven experience in a customer-facing role within a related science or engineering field.
• Effective questioning skills to identify customer needs.
• Ability to prioritize work and make informed decisions independently.
• Collaborative individual who easily adjusts to new situations and offers valuable feedback.
• Valid driver's license.

Nice-to-haves

• Experience in a clinical, diagnostic, or regulated environment (CAP, CLIA, ISO, GMP).
• Demonstrates an ability to quickly grasp and comprehend IT systems and processes.
• Knowledge of related product applications and instruments (DNA Sequencing, NGS, Real-Time PCR, Cellular Imaging, and/or molecular techniques).
• Familiarity with automation and robotic systems.