Description
How you will make an impact:
You will provide comprehensive service support and manage customer relationships while performing instrument repairs, installations, and preventative maintenance.
What you will do:
- Perform onsite repair, maintenance, and troubleshooting of HPLC, UPLC & FPLC systems and other desktop laboratory equipment
- Perform instrument repairs on additional assets as needed by the customer
- Act as a Thermo Fisher Scientific advocate in all capacities in customer laboratories
- Effectively communicate with customer as well as other Service Engineers
- Represent Unity Lab Services in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal
- Respond to customer service requests through customers service scheduling software (CMMS data system)
- Promptly acknowledge receipt and contact the end-user to schedule services, ensuring that the schedule meets the customer's needs and entitlements
- Communicate schedule of services to Customer Administration and Supervisor
- Prioritize and multitask the workload & customer requirements onsite as designated by the manager or lead
- Seek assistance from peers when unable to quickly meet the customer's expectations
- Close out service activities utilizing administration tools for accurate record keeping, including documenting service calls daily upon completion
- Maintain company assets (tools, inventory, laptop computer, etc.) in good and working condition
- Other miscellaneous duties as assigned
Location
This position is site based at the customer location in Cambridge, MA. This position has not been approved for relocation.
Minimum Requirements
How you will get here:
- High school diploma/equivalent
- BS degree in Life Sciences, Electronics, or equivalent experience preferred
- 3+ years minimum experience required of independent maintenance, troubleshooting & repair services for HPLC, UPLC & FPLC Chromatography systems
- Mass spectrometry experience preferred
- Ability to diagnose and resolve problems with sophisticated electro-mechanical instrumentation in a commercial scientific laboratory environment
Skills:
- Ability to work on a wide range of equipment – incubators, centrifuges, freezers, LC experience all a plus
- Strong interpersonal skills, working with people: customer skills, and being able to communicate effectively with a wide variety of people
- Proficiency in service administrative and business functions
- Competency for installations, relocations, calibrations, preventive maintenance and troubleshooting/repair, technical support
- Ability to read, interpret and analyze component layout drawings, assembly drawings, wiring and labeling diagrams
- Ability to prioritize the demands of the job (repair calls, preventative maintenance, installations) and establish realistic schedules to meet requirements
- Independently resolve routine customer satisfaction problems, as well as ability to work as part of a group, to accomplish individual and team objectives
Physical Requirements:
- Ability to safely lift 50 Lbs with assistance on occasion
- Ability to safely lift and carry 25-30 Lbs continuously throughout the day on occasion
- Ability to bend, squat, stretch, and reach on a daily basis in a service function
- Regular and reliable attendance
- Must possess motor skills appropriate to the task
- Must be able to work hours required to get the job done
Working Conditions:
- Required to work independently within a customer location
- Extensive walking/standing may be required for 75-85% of the day
- May pass through areas where chemical based products may be in use
- May be able to use material handling equipment such as push carts and pallet jacks
- Depending on the hazard, appropriate personal protective equipment may be worn (example: lab coats, coveralls, hood, face shield, respirator, hairnets, steel-toed shoes and/or safety gloves)
