Field Service Engineer II

Thermo Fisher Scientific•Lenexa, KS

2d•Remote

About The Position

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. The Life Sciences Solutions Group is a global leader in developing and manufacturing innovative products and services that empower researchers in life science, drug discovery, applied and academic research. Our mission is to enable customers to make the world healthier, cleaner and safer by providing the highest quality reagents, instruments and consumables to laboratories and scientists worldwide. The Field Service Engineer II (FSE II) for the Life Sciences Solutions Group (LSG) of Thermo Fisher Scientific is responsible for performing customer installs, repairs, and preventative maintenance on a variety of instruments in assigned territory. The FSE II positively interacts with customers to drive satisfaction by solving technical problems and identifying areas to improve their work. The FSE II also acts as a trusted advisor by commercially leveraging and executing qualifications or validation service offerings for the customer.

Requirements

Requires a BS degree in the Life Sciences, Chemistry, or Engineering field with 2 years of experience in a related science, biomedical engineering and/or customer-facing role
Uses effective questioning to identify customer needs
Exercises judgment setting work priorities and identifies next steps
Requires minimal oversight
Participates as a positive influence on the team
Quickly adapts to change with positive and constructive feedback
Must possess a valid driver’s license
Must be legally authorized to work in the United States without sponsorship now or in the future.
Must be able to pass a comprehensive background check, which includes a drug screen.

Nice To Haves

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)
Experience with automation and robotic systems

Responsibilities

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.