Field Service Engineer
at Thermo Fisher Scientific
Scoresby VIC 3179, Victoria, Australia -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 16 Nov, 2024 | Not Specified | 17 Aug, 2024 | 3 year(s) or above | Field Service Engineering,International Travel,Uncertainty,Communication Skills,Professional Manner,Demand | No | No |
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Description:
JOB DESCRIPTION
At Thermo Fisher Scientific, each one of our 125,000 outstanding minds has a unique story to tell. Join us and contribute to our singular mission! Enabling our customers to make the world healthier, cleaner and safer.
REQUIRED QUALIFICATIONS:
- Bachelor’s degree with science or engineering major, or equivalent experience plus strong technical/scientific competence.
- Requires a minimum of 3 years of relevant instrument experience in field service engineering.
- Experience within the clinical or scientific markets.
- Experience in a technical support / service support role preferred.
- Favorable – experience with Thermo Fisher Scientific Life Science instruments
- Proven IT networking understanding and Linux proficiency
- Candidate must possess excellent people skills to represent the company in a professional manner.
- Exceptional communication skills as well as analytical and planning skills.
- Ability to work independently, manage time/priorities, and maintain composure under high levels of demand is vital.
- Ability to adapt and thrive through organizational change and uncertainty.
- Valid Driver’s License in good standing is mandatory.
- Able to travel up to 25% of the time including interstate and international travel.
Responsibilities:
- Be embedded in key clinical customer sites to minimise operational downtime, improve customer experience and grow the business
- Perform professional on-site Installation and Commissioning of Thermo Fisher Scientific instrumentation.
- Train your customers in the accurate and safe operation of the equipment
- Visit Customer sites for regular Maintenance Services such as Preventative, Repairs and Emergency Breakdowns.
- Perform to designated SLA goals for customer call back, on-site response, time to resolution, field service reports and qualification documents.
- Work with Service Operations staff to effectively manage field service activities and complete administration requirements to support the business.
- Ensure that all documentation related to in-house and on-site support activity is completed accurately and submitted on a timely basis. This includes maintenance of electronic files, PM reports and Service Reports.
- Take ownership for customer satisfaction for services performed - liaise with Service Operations and Technical leads for critical issues and follow up with customers on fault resolution.
- Partner with global specialist teams, use digital tools to provide remote resolution and improve the customer experience.
- Lead service escalations to quickly resolve customer issues, maintain customer satisfaction and improve processes.
- Be a strong and efficient communicator with customers, our support teams and commercial teams.
- Accurately maintain parts inventory, test equipment, tools, and technical data.
- Ensure that critical metrics are met and achieve Customer Satisfaction objectives.
- Interact with customers to offer and close the sale of service contracts and other service products.
- Discuss Service Products with customers and provide leads to ANZ Service Sales Rep as they arise.
- Be available to assist with after-hours work, shift work, on-call weekends if required. Penalty rates apply to out of hours work.
- Any other duties as may be reasonably required from time to time by senior management.
REQUIREMENT SUMMARY
Min:3.0Max:8.0 year(s)
Outsourcing/Offshoring
Sales / BD
Customer Service
Graduate
Engineering
Proficient
1
Scoresby VIC 3179, Australia