Description

Summary: 

Unity Lab Services, a part of Thermo Fisher Scientific, provides integrated solutions, instruments, and enterprise services to our customers.   As a Field Service Engineer, you will be responsible for managing all aspects of field service support and customer relationship management.  The successful candidate will provide complete services on Chromatography and Mass Spectrometry systems, including installation, repairs, preventative maintenance, and instrument qualifications. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific in customer laboratories, and be eager to drive growth.

Specific Scope Data

• Responsible for the installation management of assets at a designated customer site.
• Responsible for installed customer base in designated territory as required.
• Manage individual field Inventory up to $10,000 monthly average total as well as maintain and manage a dedicated site inventory.

Territory & Travel

• Up to 50% in Boston/Cambridge, MA is the primary focus and includes New England as secondary. 

Crucial Duties and Responsibilities:

• Perform on-site installation, repair, maintenance, qualification, and validation of Chromatography and Mass Spectrometry systems

• Must be client-focused, working in conjunction with other ULS teams and Sales
• 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 Chemistry and instrument reports in the process of diagnosing technical or application problems
• 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
• Other duties may be assigned

Knowledge, Skills, and Abilities vital to perform essential functions

• Must have strong interpersonal skills.
• Effective interpersonal skills.
• Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical, and optical instrumentation in a commercial scientific laboratory environment.
• Ability to read, interpret and analyze component layout drawings, schematics, assembly drawings, wiring, and labeling diagrams.
• Experience in the selling process.  Proven track record to sell Thermo Fisher Scientific value-based service solutions.
• Basic instructional abilities (Field Services employee mentoring and customer training).
• Ability to prioritize territorial requirements (service calls, installations, and regional needs) and establish realistic schedules to meet requirements.
• Ability to produce clear and concise documentation.
• Ability to work independently, and as part of a group, to accomplish individual and team objectives.
• Independently resolve routine customer happiness issues.
• Proven/developed leadership ability/credibility.
• Customer/business-oriented (happiness.)
• Detailed understanding of service.
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.
• Use of prescribed PPE to perform work function safely.
• Regular and Reliable Attendance.

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 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, growing efficiency in their laboratories, improving patient health through diagnostics, or development and manufacture of life-changing therapies, we are here to support them. Our team has of more than 100,000 colleagues delivering an outstanding 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.

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.

Requirements

Minimum Education and/Experience Requirements

• Bachelor’s Degree in Chemistry or related Sciences field preferred
• 5+ years of hands-on experience as a Service Engineer working with analytical instrumentation is helpful, or 3+ years of relevant proven experience

• Hands-on experience with Chromatography and Mass Spectrometry instrumentation and related control software preferred

Physical/Environmental requirements

Physical Activities:

• Ability to safely lift up to 50 lbs as required and carry 25-30 lbs continuously.
• Ability to bend, squat, stretch, and reach daily as required.

(2)  Level of Physical Requirements:  Medium to Heavy Work.

(3)  Level of Visual Acuity:  Close vision, distant vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

(4)  Environmental Conditions:  Risk of exposure to toxic or caustic chemicals and risk of electrical shock, moving mechanical parts, fumes, airborne particles, radiation, and vibration.  The noise level in the work environment is typically moderate.