Location:
This is a site-based position in Cambridge, MA. Relocation assistance will not be provided. Initial role will be combination of onsite and field travel up to 50% travel within the New England territory; as skills develop, transition into onsite client support 100%.
How you will make an impact:
Thermo Fisher Scientific offers coordinated solutions, instrument, and enterprise services to our customers. As a Field Service Engineer, you will be responsible for leading all aspects of field service support and customer relationship management. The successful candidate will provide comprehensive services on Chromatography and Mass Spectrometry systems, including installation, repairs, preventative maintenance, and instrument qualifications. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific in customer laboratories, and eager to drive growth.
What you will do:
- Perform on-site installation, repair, maintenance, qualification, and validation of Chromatography and Mass Spectrometry systems.
- Must be client-focused, working in conjunction with other ULS teams and Sales.
- Must be proficient with the use of customer management software to track service calls, manage parts inventories, and complete job tasks.
- Reviews reports and documentation from customers, and inspects malfunctioning product to determine nature and scope of problem.
- Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action.
- Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs.
- Analyzes Chemistry and instrument reports in the process of diagnosing technical or application problems.
- Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
- Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers.
- Other duties may be assigned.
How will you get here?
Minimum Education & Experience:
- Minimum Requirements:
- BS degree in Life Sciences, Electronics, or related field or equivalent experience
- 4+ years hands-on experience operating, maintaining, troubleshooting and repairing Chromatography and/or Mass Spectetry instrumentation, including systems such as HPLC, UPLC, FPLC, LCMS, and GCMS.
- Demonstrated ability to diagnose and resolve issues with sophisticated electro-mechanical instrumentation in a commercial scientific laboratory or similar environment.
Knowledge, Skills, Abilities:
- Effective communication skills and establishing good customer rapport are essential.
- Ability to prioritize service requests and produce clear and concise documentation.
- Must be available to travel overnight up to 25% within the New England territory or other areas as required. Possibly more for training and initial certifications.
- Ability to safely lift 50 lbs with assistance on occasion.
- Ability to safely lift and carry 25-30 lbs continuously throughout the day.
- Ability to bend, squat, stretch, and reach daily in a service function.
- Maintain a valid driver’s license in the state you reside and safe driving record.
- Regular and reliable attendance.
