Field Service Engineer I (HPLC, IC, TEA)
As the world leader in serving science, our work is more than something that fills our days – what we do has great purpose. Our industry-leading scale means unparalleled commercial reach, unique customer access and a global footprint. Our broad customer base, from research to clinical to commercial production means you can have a broad and meaningful impact here at Thermo Fisher Scientific. All while working in an environment where you will be supported, valued and rewarded for your performance.
Thermo Fisher Scientific Inc. 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 the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers 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.
FIELD SERVICE ENGINEER I
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer.
We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Location/Division Specific Information - This position is in Baltimore, MD.
Discover Impactful Work
Thermo Fisher Scientific provides integrated solutions, instrument, and enterprise services to our customers.
As a Field Service Engineer, you are responsible for handling all aspects of field service support, customer relationship management and providing detailed reports to the customer.
The successful candidate will provide service on liquid chromatography (HPLC), ion chromatography (IC) and trace elemental Analysis (TEA) systems, including installation, and preventive maintenance.
Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific in customer laboratories, and be eager to drive growth.
A Day in the Life
Must be customer focused, working in conjunction with Service and Sales teams.
Schedule and track service calls, handle personal parts inventories, and complete job tasks and complete service reports using service ticket management software.
Train customers on HPLC, IC and TEA equipment and software.
Review customer data to determine health and functioning of equipment and run factory protocols to determine equipment functionality.
Communicate and escalate repair diagnostic and information with engineering, customer service, and other personnel to expedite repairs.
Review technical bulletins and factory communications to stay up to date.
Provide a communication link between the customer and the company to help ensure that effective service is provided.
Regularly attend factory provided technical and service training on newest and latest chromatography products developed by Thermo Fisher Scientific.
Is responsible to report accurate and timely of all activities, expense reports and other administrative tasks.
Other duties may be assigned
Keys to Success
Education
High school diploma or equivalent required.
AS degree in Sciences, Engineering, Electronics or equivalent work experience. Military or trade school equivalency will be considered.
Experience
- 1+ years of experience desired.
Knowledge, Skills, Abilities
Background in Chemistry or Biochemistry preferred.
Experience working in a regulated environment preferred.
Experience with chromatography preferred.
Must have strong social skills.
Effective interpersonal skills and establishing good customer rapport are crucial.
Proven track record 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.
Proven ability to sell Thermo Fisher Scientific value-based service solutions preferred.
Basic instructional abilities (Field Services employee mentoring and customer training).
Demonstrated ability to manage and lead technical staff in order to achieve goals, evaluate and resolve complex technical problems. Ability to motivate, energize, and retain key staff by direct interactions with supervisors and staff.
Ability to schedule and work independently, and as part of a group, to accomplish individual and team objectives.
Independently resolve routine customer satisfaction issues.
Able to display a high level of confidentiality for both customer and Thermo Fisher Scientific.
Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.
Use of prescribed PPE to perform work function safely.
Ability to prioritize service requests and produce clear and concise documentation
Maintain a valid driver’s license and safe driving record.
Ability to travel up to 50% overnight domestic travel within an assigned territory or other areas as required.
Ability to work overtime and/or outside regular business hours, and/or on-call work.
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
