Field Service Engineer

at  Thermo Fisher Scientific

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.

• 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.