Engineer III, Field Service

Inactive

Thermo Fisher Scientific - Career

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.

ENGINEER III, FIELD SERVICE

Job Description

Position Summary

Carry out Installation, maintenance, operational training and support of Thermo Fisher Scientific’s range of LC & LCMS instruments in professional, reliable and customer-orientated manner
Responsibility for meeting customer SLA and internal critical metric objectives for all service episodes
To achieve service revenue budget by encouraging company products, developing strong customer relationships and working closely with commercial and operations teams
To be highly responsive and proactive in dealing with customer’s needs and maintain close and effective relationships with Company Sales, Marketing and Service teams to assure quality outcomes for all issues raised
To carry out your employment in an efficient and commercially appropriate manner

Key Responsibilities

Service

Perform in accordance with the AS/NZS ISO9002: 1994 Quality Standard, as detailed in the Company’s Quality Manual and published business procedures
Work with Service Operations staff to efficiently lead field service activities and complete administration requirements to support the business
Perform to designated SLA goals for customer call back, on-site response and time to resolution
Promote and develop Technical Service capability by actively providing product training to customers and staff to ensure Company equipment is optimally supported
Take ownership for customer satisfaction for services performed - liaise with Service Operations and Technical leads for service critical issues and follow up with customers on fault resolution
Maintain sound knowledge regarding the technology and customers' application demands
System level approach to problem solving with an analytical mentality and a strong aim to resolve open issues
Work in accordance to all relevant certification and regulatory requirements such as NATA, ISO, Electrical Safety Acts and OH&S
Handle the service process from allocation to completion, including the management of spare parts, service reports and billing summaries on the Astea service system so that invoicing is accurate and critical metrics are met

Sales Support

Assist the Sales Team with technical information, training and demonstrations as agreed with your manager.
To help the team achieve sales and margin (gross) targets for designated product portfolio/territory.

Growth and Development

Actively seek out new opportunities to grow our customers’ service and sales, so that our budgets are met and exceeded.
Chip in to and make recommendations for the continual improvement in the procedures, quality and efficiency of Technical Service.

Expenses

This position has the responsibility to approve expenses relating to consumables and local purchases related to an active job up to $500.
Submit expense claims and Mastercard reconciliation as per company policy.

Asset Management

Maintain company property according to company policy, including but not limited to: GOA stock, Company vehicle, Telephones, Computer and other material deemed company property.

Frequent Contacts

Internal
Service colleagues
Sales Account Managers
Factory contacts
IT/HR and supporting functions
External
Customers
Third Party contractors

Minimum Requirements/Qualifications:

Qualifications & Experience

Tertiary qualification in a Scientific (chemistry/physics) / Electronic / Electrical Engineering, Chemistry or a science related field required
Minimum 3 years of meaningful experience in a similar position
Experience in the routine operations of LC & LCMS systems required
Experience within the scientific market and/or familiarity with scientific products required
Experience in a technical support / service support role preferred
Favorable – experience with Thermo Fisher LC & LCMS software and hardware
Valid Driver's License in good standing is required

Skills & Attributes

Proficient in Microsoft applications including Microsoft office
Excellent communication & social skills
Commit to Results, able to work independently, multi-task and prioritize based on business targets
Organisational skills with an ability to prioritise handle time successfully and meet agreed deadlines
Effective interpersonal, communication and listening skills
A dedication and commitment towards displaying a professional and positive demeanour to work
An ability to think strategically and laterally in order to improve business opportunities

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.

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