Lead Field Service Technician

at  Thermo Fisher Scientific

REQUIRED QUALIFICATIONS:

• BS degree in the Life Sciences, Chemistry, or Engineering field.
• 1 – 2 years’ experience in a related science, biomedical engineering and/or customer-facing role
• Must possess a valid driver’s license.

PREFERRED QUALIFICATIONS:

• Experience in a clinical, diagnostic and/or other regulated environment (CAP, CLIA, ISO, GMP)
• Experience with automation and robotic systems.
• Aptitude for learning and understanding IT systems and processes.
• Experience in related product applications and instruments (DNA Sequencing, NGS, Real-Time PCR, Cellular Imaging, and/or molecular techniques)
• Uses effective questioning to identify customer needs.
• Exercises judgment setting work priorities and identifies next steps
• Participates as a positive influence on the team.
• Requires minimal oversight.
• Quickly adapts to change with positive and constructive feedback.

• Provides onsite installation of instruments, upgrades, updates, repairs, and planned maintenance services.
• Displays professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions.
• Achieves specified revenue targets while satisfying customer needs for instrument repair, installs and PM’s.
• Achieves customer satisfaction (CAS) targets as specified annually.
• Interacts with customers to offer and close the sale of service contracts and other service products.
• Collaborates with internal partners to resolve customer issues and improve processes.
• Follows all reporting responsibilities, including Field Service Reports (FSR), Qualification Documentation, and Service Escalations.
• Is familiar with and follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
• Executes Qualification & Validation Products at customer sites.
• Maintains their technical competency level servicing new instrument and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors.
• Manages travel expenses and follows Thermo Fisher Scientific travel policies and guidelines.
• May be required to perform other related duties as required and/or assigned.