Field Service Engineer II

Work Schedule

Environmental Conditions

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.

The Life Sciences Solutions Group is a global leader in developing and manufacturing innovative products and services that empower researchers in life science, drug discovery, applied and academic research. Our mission is to enable customers to make the world healthier, cleaner and safer by providing the highest quality reagents, instruments and consumables to laboratories and scientists worldwide.

Position Objective

The Field Service Engineer II (FSE II) 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 II positively interacts with customers to drive satisfaction by solving technical problems and identifying areas to improve their work. The FSE II also acts as a trusted advisor by commercially leveraging and executing qualifications or validation service offerings for the customer. This job is a remote position in Iowa or Kansas City.

Description

• 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.

Requirements

• 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 on the team
• Quickly adapts to change with positive and constructive feedback
• Must possess a valid driver’s license

Preferred Qualifications

• 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

Working Conditions

• 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 may include weekend travel.