When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.
Location/Division Specific Information
This job is located in New Orleans, LA metro area.
How will you make an impact?
The Field Service Engineer (FSE) performs 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.
What will you do?
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.
How will you get here?
Requires a bachelor's degree in the Life Sciences, Chemistry, or Engineering field or Associate degree with 2 years of experience or high school diploma/GED with 4 years of relevant experience.
Experience in a related science, biomedical engineering and/or customer-facing role
Knowledge, Skills, Abilities
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)
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 shifts with the possibility of weekend/holiday on call rotations.
At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.