The Field Service Engineer is responsible for performing servicing activities including but not limited to on-site system installation, servicing, maintenance and repair of the Phadia range of instruments in the UK, Ireland or Netherlands and technical support activities. The Field Service Engineer will play a key role within our Technical Customer Support organization by ensuring customer satisfaction with products and our service offering.
Travel up to 95% of the time with occasional international travel.
What will you do?
Perform scheduled preventative maintenance (PM) visits within the timeframes required by the Service Level Agreement, managed service contracts and internal metrics.
Undertake troubleshooting, support and repair within the agreed timeframes and always ensure that customers are kept up to date with the progress.
Plan and conduct installation of Phadia lab systems at customer sites, in-line with the manufacturers’ requirements on installation and the local procedures.
When not attending customer sites the service engineer will complete in-house instrument repair and provide support the technical hotline – including 1st and 2nd line technical support.
Complete service reports in the relevant CRM system and ensure they are completed both fully and accurately and returned to the customer in a timely manner.
Provide support (remote and on-site) for customers and colleagues outside of the territory and when required) and with the approval of the department manager.
Maintain accurate records of spare parts, ensuring parts are used appropriately.
Support laboratory sales colleagues to develop business opportunities within their regions as-and-when required.
Update systems placed at customer laboratories including instrument software and data management software and remote diagnostic (LabCommunity) connections.
Provide feedback to global product teams on instrument reliability and quality via the required methods. E.g. out-of-box-failures to be raised as complaints.
At all times, ensure that quality and regulatory requirements and company policies are adhered to.
Participate in service and commercial meetings as and when required.
Input into the development of training material, support literature and technical guidance for external and internal customers.
Maintain an awareness of both ISO9001 & ISO13485 and their role within the quality management system.
Maintain the required level of product knowledge on instruments and assays to enable our customers to be successful and share that expertise with internal and external customers.
Work diligently towards achieving goals and improving customer allegiance for the cluster.
At all times, strive to live up to the 4I values of Thermo Fisher Scientific.
Who we are looking for: (experience, skills & abilities)
Experience in a scientific or engineering related discipline. (eg. clinical/research laboratories / electronics / biotechnology / medical devices / engineering or related fields)
Strong technical aptitude and problem-solving skills.
Willingness to travel 90% primarily within the country but internationally as and when required.
Customer-focused with strong communication skills and ability to build relationships with customers.
Can-do attitude with the ability to handle multiple-tasks with competing priorities.
Fluency in English – both written and verbal.
Valid Driving License
Previous experience in servicing diagnostic analytical equipment within Immunology or Biochemistry or is highly desirable.
What’s in it for you:
Excellent benefits - Private healthcare, contributory pension scheme, life assurance + flexible additional benefits.
25 days annual holiday
Training, career progression and opportunities within a world leader in serving science.
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.
Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon
With Thermo Fisher Scientic, it’s not just a career. It’s a chance to realise your best – professionally and personally.