Engineer III, Field Service

Company: Thermo Fisher Scientific
Location: Towson
Posted on: August 2, 2020

Job Description:

Job Description Field Service Engineer III - Job Description Template Position Objective: The Field Service Engineer (FSE) performs customer installs, repairs and preventative maintenance on a variety of instruments as assigned. The FSE positively interacts with customers to solve technical problems and identify areas to improve their work. The FSE also looks for opportunities to drive Orders and Revenue, by identifying Services that may be of benefit to the Customer. Essential Functions: Career Framework Summary · Applies in-depth specialty knowledge within subject area · Contributes to the development of new plans, models, standards and techniques · Solves problems in complicated situations through analytical skills, creativity and judgment · Impacts through delivery of results and leadership behaviors · Communicates at higher internal and external levels and to diverse audiences Scope of Position · Monitors and plans workflow proactively · Prioritizes and plans short and medium-term activities for self and team. Knowledge · Shows competitive awareness and can distinguish LIFE products with customers · Solves majority of customer problems without help and fully utilizes appropriate escalation techniques · Demonstrates the ability to solve complex problems independent of others · Has in depth knowledge of customer applications · Continuously improves knowledge of Service products · Maintains their technical competency level servicing new instruments and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors · Developing specialized knowledge in specialized markets (ie. Clinical, Pharma, HID) Representative Responsibilities · Provides onsite installation of instruments, user trainings, upgrades, updates, repairs and preventative maintenance service · Follows all reporting responsibilities of RSD, Escalation, FPR and FSR submission · Is familiar with and follows all policies that pertain to the handling of spare parts: ordering, usage, returns, physical inventory count and stock location management · Manages travel expenses and follows Thermo Fisher Scientific travel policies and guidelines · Interacts with customers to offer and close the sale of service contracts and other service products · Works with service operations team and other internal partners to solve customer issues · Support the development and updates of field service SOPs through FPR, PPI, Expert Networks · Drives revenue in specialized products · Builds and maintains customer relationships · Achieves customer satisfaction (CAS) targets as specified annually · Actively engage in mentoring peers on technical and best practices · May be required to perform other related duties as required and/or assigned Leadership Behaviors · Establish and maintain alignment to Thermo Fisher Scientific 4i Values and Professional Track Leadership Competencies · Correctly interprets customer behaviors, Identifies added value solutions, not just discounting · Communicates and establish partnership with customers to identify better solutions/opportunities and ultimately better business. · Demonstrate thorough knowledge and understanding of Best Practices · Demonstrates positive influences to immediate team · Helps to lead change initiatives · May perform some FSE Leader tasks Education Requirements: Requires a bachelor's degree in engineering, biology, chemistry or related field or equivalent work experience and knowledge. Required Qualifications: · Minimum of 5 years of relevant experience in a related science, engineering and/or customer facing role · Uses effective questioning to identify customer needs · Exercises judgment setting work priorities and identifies next steps · Works independently · Participates as a positive influence to the team · Quickly adapts to change with positive and constructive feedback · Must be available to travel overnight within the territory or other areas as required Preferred Qualifications: · Masters level degree · Experience in a clinical, diagnostics and/or other regulated environment · Aptitude for learning and understanding IT systems and processes · Experience in related product applications Working Conditions: · Frequent travel to customer site is required and ranges from 25-75% of work time. · Work both in home office as well as in a laboratory environment. · May be required to lift up to 40 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. NOTE: This position is not eligible for relocation benefits . We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce

Keywords: Thermo Fisher Scientific, Towson , Engineer III, Field Service, Other , Towson, Maryland