Field Service Engineer II
Thermo Fisher Scientific
Summary
Join our team as a Field Service Engineer II at Thermo Fisher Scientific, where you'll contribute to delivering administrative and technical support to our service operations. In this position, you'll coordinate between field service engineers, customers, and internal teams, ensuring efficient service delivery and customer satisfaction. You'll manage customer relationships, handle service requests within defined SLAs, and maintain accurate customer data in our CRM systems. This role offers opportunities to contribute to process improvements, analyze service performance metrics, and support our mission of enabling customers to make the world healthier, cleaner, and safer.
Job description
Key Responsibilities
- Provide instrument and equipment services, including installation, preventative maintenance, repair, and compliance services.
- Work closely with other departments to improve customer experience.
- Leading performance metrics of the team by ensuring timely customer response and problem resolution.
- Provides up-to-date service reporting on customer activities.
- Lead commissioning and qualification of equipment by completing Site Acceptance Test (SAT) and Installation/Operational Qualification (IQ/OQ) Protocols.
- Act as the main point of contact for customers to interact with to support existing and future Service Contract agreements.
- Developing and maintaining positive relationships with customers in assigned territory.
- Support product quality improvement by bringing up concerns using the complaint process to raise to the Quality team.
- Able to lead smaller project installations from coordinating Site Readiness to validation execution, heavy interaction with customer and 3rd party contractor personnel, and supporting the Project Manager to obtain Project Acceptance.
- Remotely support external customers for resolution as well as remote support for FAS and TSS
Education/experience
- Associates degree or above, major in computer technology, E/E, Automation, or chemical engineering is required
- Minimum of two years of experience in bioprocess automation, electrical engineering, mechanical engineering, and relevant techniques required
- Identify, recommend and prioritize improvements to the customer experience, as well as internal process improvements and work with appropriate internal & external partners to implement
- Delta V or other control software experience is a plus
- Ability to read and redline schematics and drawings is a plus.
- Customer-facing experience is a plus
- Outstanding teammate, who can work with counterparts and customers across the world
- Self-motivated, self-starter with strong communication.
- Thorough knowledge of Microsoft Windows operating systems, PC hardware and desktop application products.
- Well oral and written English skill
- Able and willing to travel extensively.
Requirements
- Associates degree or above, major in computer technology, E/E, Automation, or chemical engineering is required
- Minimum of two years of experience in bioprocess automation, electrical engineering, mechanical engineering, and relevant techniques required
- Identify, recommend and prioritize improvements to the customer experience, as well as internal process improvements and work with appropriate internal & external partners to implement
- Delta V or other control software experience is a plus
- Ability to read and redline schematics and drawings is a plus.
- Customer-facing experience is a plus
- Outstanding teammate, who can work with counterparts and customers across the world
- Self-motivated, self-starter with strong communication.
- Thorough knowledge of Microsoft Windows operating systems, PC hardware and desktop application products.
- Well oral and written English skill
- Able and willing to travel extensively.
Benefits
- Medical, Dental & Vision
- Health Incentive Programs
- Employee Assistance Program
- Family Support Programs
- Commuter Benefits
- Tuition Reimbursement
- Paid Time Off
- Paid Holidays
- Paid Parental Leave
- Accident Insurance
- Life Insurance
- Short-term Disability
- Long-term Disability
- 401(k) Matching
- Employee Stock Purchase Plan
Company overview
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. The company's mission is to enable customers to make the world healthier, cleaner, and safer. With over 100,000 employees globally, Thermo Fisher provides an unrivaled combination of innovative technologies, purchasing convenience, and pharmaceutical services through its industry-leading brands including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. The company serves customers across healthcare, life sciences, applied markets, and pharmaceutical sectors, offering solutions that accelerate research, solve complex analytical challenges, improve patient diagnostics, and increase laboratory productivity. Headquartered in Waltham, Massachusetts, Thermo Fisher operates globally, delivering critical scientific products, services, and workflow solutions that support researchers, organizations, and companies in addressing some of the world's most pressing issues.