Thermo Fisher Scientific Field Service Engineer in Lansing, Michigan
The Field Service Engineer (FSE) for the Life Sciences Solutions Group (LSG) of Thermo Fisher Scientific is responsible for performing customer installs, repairs, and preventative maintenance on a variety of instruments in assigned territory. The FSE positively interacts with customers to drive satisfaction by solving technical problems and identifying areas to improve their work. The FSE also acts as a trusted advisor by commercially leveraging and executing qualifications or validation service offerings for the customer. This job is located in Michigan as a remote position.
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 of Remote Service Dispatch (RSD), Escalation, Field Problem Report (FPR) and Field Service Report (FSR) submissions.
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.
Requires a BS degree in the Life Sciences, Chemistry, or Engineering field.
Experience in a related science, biomedical engineering and/or customer-facing role
Uses effective questioning to identify customer needs
Exercises judgment setting work priorities and identifies next steps
Requires minimal oversight
Participates as a positive influence to the team
Quickly adapts to change with positive and constructive feedback
Must possess a valid driver's license
Masters level degree
Experience in a clinical, diagnostic and/or other regulated environment (CAP, CLIA, ISO, GMP)
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)
Experience with automation and robotic systems
Frequent travel to customer sites is required and ranges from 25-75% of work time. Works in both home office as well as in a laboratory environment. Is required to lift up to 50 lbs. May be required to stand for long periods of time while performing duties. Must be able to work safely with chemicals and hazardous materials. Must be able to work overtime and flexible work schedules which includes being on-call for weekends periodically.
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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