Engineer III, Field Service

at  Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 billion. Our Mission is to enable our customers to make the world Healthier, cleaner and Safer! Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them. Our team of more than 125,000 colleagues delivers an unrivalled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com
We’re looking for a seasoned, hands-on Field Service Engineer to join our existing NSW-based team. In this role you’ll have the opportunity to use your skills to work with our sophisticated portfolio of XRF/XRD/TEA/FTIR instruments, offering installation, maintenance, operational training, and support to our valued customers.

SKILLS AND EXPERIENCE:

• Tertiary qualification in a Scientific (chemistry/physics) / Electronic / Electrical Engineering, Chemistry or a Science related field and/or similar industry work experience with proven track record in a similar position
• Experience in the routine operations of XRF/XRD/TEA/FTIR systems required and within the scientific market and/or familiarity with scientific products
• Hands-on experience within a technical support/service support/Field Service role
• Proficient in Microsoft applications including Microsoft office.
• Excellent communication & interpersonal skills
• The ability to contribute to results, able to work independently, and multi-task
• Strong organisational skills and a natural problem solver with experience building strong client relationships and vendors
• Effective interpersonal, communication and listening skills

• Perform detailed service in accordance with the AS/NZS ISO9002: 1994 Quality Standards
• Efficiently lead field service activities and complete administration requirements to support the business in collaboration with Service Operations staff.
• Actively provide product training to customers and staff, ensuring efficient support for company equipment and driving technical service capability.
• Liaise with Technical leads for customer service critical issues and fault resolution.
• Maintain knowledge regarding the technology and customers’ application demands.
• Manage the service process from allocation to completion, ensuring accurate invoicing and meeting critical metrics
• Collaborate with service colleagues, Sales Account Managers, factory contacts, IT/ HR and supporting functions, customers, and 3rd Party Contractors.
• Provide technical information, training, and demonstrations to the Sales Team to drive sales and margin targets for designated product portfolio/territory.
• Proactively seek out new opportunities to exceed customers’ service and sales expectations, contributing to the continual improvement of procedures, quality, and efficiency of Technical Service.