Thermo Fisher Scientific Engineer III, Field Service in Indianapolis, Indiana
Job Title: Engineer III, Field Service
Requisition ID: R-01000591
When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.
Location/Division Specific Information
How will you make an impact?
As a Field Service Engineer (FSE) you will represent the company in a positive, professional manner in all dealings with Thermo Fisher customers, both external and internal.
What will you do?
FSE will work remotely and independently to receive customer service requests through pages from Customer Support, Lead Service Engineer and Service Manager. Prompt acknowledgement of assigned work and daily contact the customers will be required to schedule services activities. Ensuring that this schedule meets the customer's needs and contractual requirements. Work with colleagues when unable to meet the customer's expectations.
FSEs will develop plans to help sell service contracts, parts, accessories, consumables, software, upgrades and training to customer base, while working toward the regional revenue goals as defined by management. Independently manage workload and customer requirements in the territory designated by the regional manager.
Act as a Thermo Fisher advocate in all capacities in customer laboratories. Effectively communicate competitive information and additional sales opportunities to Field Sales Engineers. Provide feedback to factory personnel for product quality improvements and escalate and manage difficult situations with the assistance of Service Manage and in compliance with departmental procedures.
Report daily activities, independently manage call back log, using SAP and Cloud for Service tools. Maintain numerous departmental administrative duties, such as expense reports, service reports, training records and mileage logs.
Maintain personal field service inventory of replacement parts. Return defective material in a timely manner, and order replacements as needed.
Maintain company assets (car, tools, inventory, laptop computer, etc.) in good and working condition.
Essential Duties and Responsibilities:
Perform on-site installation, repair, preventative maintenance, and qualification of Molecular Spectroscopy instrumentation (FTIR, Raman, UV-Vis)
Must be client-focused, working in conjunction with Professional Services and outsourcing functions.
Must be proficient with the use of customer management software to track service calls, manage parts inventories, and complete job tasks.
Reviews reports and documentation from customers, and inspects malfunctioning product to determine nature and scope of problem.
Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action.
Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs.
Analyzes instrument generated chemistry and performance reports of technical issues to recommend factory modifications that eliminate future events of the same issue.
Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers (Chemists).
Show and demonstrate progression in training and certification for advanced products.
Other duties may be assigned.
How will you get here?
Education and/or Experience Requirements:
Bachelors Degree is preferred, an Associates or Technical Collège in Electronics or Chemistry is strongly preferred, or equivalent experience.
3-5 years hands-on experience as a Service Engineer is preferred, particularly working with analytical instrumentation
Hands-on experience with Molecular instrumentation (FTIR, Raman, UV-Vis) preferred
Effective communication skills and establishing good customer rapport are essential
Ability to prioritize service requests and produce clear and concise documentation
Physical Work Requirements:
Must be available to travel on a daily basis, and up to 50% overnight
Must be able to lift 40 lbs.
Must be able to stand for long periods of time
Must be able to work overtime
Valid Driver's License Required
Able to successfully pass federal background checks
At Thermo Fisher Scientific, each one of our 70,000 extraordinary 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.
Apply today! http://jobs.thermofisher.com
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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