Thermo Fisher Scientific Field Service Engineer in Atlanta, Georgia
Thermo Fisher Scientific / ULS are currently seeking a customer-oriented Service Engineer to provide instrument services on-site at our Center for Disease Control location in Atlanta, Georgia. This position is responsible for managing all aspects of field service support and customer relationship management. The successful candidate will provide complete services on major brands of Mass Spectrometry and some Chromatograph instruments, including installation, repairs, preventative maintenance, and instrument qualifications.
Our ideal candidate will be customer oriented as an advocate for Thermo Fisher Scientific in customer laboratories and be eager to drive growth.
Essential Duties and Responsibilities:
Represents the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.
Receives customer service requests for installations, relocations, calibrations, preventive maintenance and basic repairs. Promptly acknowledges receipt and contacts the customer to schedule services required. Ensures that the schedule meets the customer’s needs. Seeks assistance from peers when unable to meet the customer’s expectations. Communicate schedule of services on a daily basis.
Executes plan to help sell service contracts, parts, accessories, consumables, software, upgrades and training to customer base, while working towards the regional revenue goals defined by management. Manages workload and customer requirements in the territory designated by the regional manager.
Act as a Thermo Fisher Scientific advocate in all capacities in customer laboratories. Effectively communicate competitive information and additional sales opportunities to Field Sales Engineers. Provides feedback to factory personnel for product improvements.
Reports daily activities in SAP or Customer Support Administration department for accurate record keeping, including closing service calls upon completion,
Maintains personal Field Service inventory of replacement parts. Returns defective material in a timely manner, and orders replacements in accordance with company policy.
Performs all other duties as assigned by Regional Service Manager
4-Year BS degree in Science or Electronics or equivalent experience.
3+ years Field Service experience or 3+ years relevant Industry experience
Must be able to communicate effectively with a wide variety of people.
Must have strong interpersonal skills.
Certified service experience on four or more leading industry Mass Spectroscopy and Chromatography products.
Demonstrated experience managing service territory, scheduling, and inventory.
Non-Negotiable Hiring Criteria:
Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical and optical instrumentation in a commercial scientific laboratory environment.
Ability to read, interpret and analyze component layout drawings, assembly drawings, wiring and labeling diagrams.
Experience in selling process. Proven ability to sell value based service solutions to Thermo Fisher Scientific customer base.
Basic instructional abilities (customer training).
Ability to prioritize territorial requirements (service calls, installations, and regional needs) and establish realistic schedules to meet requirements.
Ability to schedule and work independently, and as part of a group, to accomplish individual and team objectives.
Customer/business-oriented with ability to independently resolve routine customer satisfaction problems.
Detailed understanding of service functions.
Essential Functions and 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
Ability to bend, squat, stretch, and reach on a daily basis in a service function
Ability to travel overnight at a minimum of 20%
Maintain a valid driver’s license and safe driving record
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 required to use material handling equipment such as push carts and pallet jacks
Must be able to work hours required to get the job done
Based at customer site in Atlanta, Georgia, with occasional local and overnight travel required, up to 20%.
This position is not approved for relocation assistance.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.