Note: The job is a remote job and is open to candidates in USA. Thermo Fisher Scientific is a global leader in life sciences solutions, developing products and services to empower researchers worldwide. The Field Service Engineer II is responsible for performing installations, repairs, and preventative maintenance on laboratory instruments while ensuring customer satisfaction and supporting service contract sales. This role requires technical expertise, customer interaction, and frequent travel within Iowa and Kansas City, MO.
Responsibilities
- 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
Skills
- 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
- 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
Company Overview
Company H1B Sponsorship