Thermo Fisher Scientific Site Service Engineer in Los Angeles, California

Job Description

Service Engineer

Valencia, CA

  1. Essential Duties and Responsibilities:

  2. Represents the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.

  3. 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.

  4. 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.

  5. 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.

  6. Reports daily activities in UConnect or Customer Support Administration department for accurate record keeping, including closing service calls upon completion.

  7. Maintains personal Field Service inventory of replacement parts. Returns defective material in a timely manner, and orders replacements in accordance with company policy.

  8. Maintains company assets (car, tools, inventory, laptop computer, etc.) in good and working condition.

  9. Performs all other duties as assigned by Regional Service Manager

C. Decision Making Authority:

  1. Purchase Supplies up to $1,000 per incident.

  2. Purchase Airline Tickets up to $1,000 per incident.

  3. Order Field Inventory up to $25,000 total.

  4. Uses empowerment policy to decide current discounts to resolve satisfaction issues

  5. Stays at hotels up to $150 per night (excluding tax).

  6. Charges Meals up to $55 per day.

  7. Initiate Hot Accounts and Customer Complaints requests as needed.

D. Specific Scope Data:

  1. Responsible for installed customer base in designated territory.

  2. Territory income budget of $300,000 - $500,000 annually.

  3. Territory expense budget of $30,000 - $45,000 annually.

  4. Manage Field Inventory up to $25,000 monthly.

E. Minimum Education and Experience Requirements:

  1. 4-Year Science or engineer degree or equivalent experience.

  2. 2+ years Field Service experience or 2+ years relevant Industry experience (Band III entry position requires prior relevant experience as a field service engineer in a related technology)

  3. Must be able to communicate effectively with a wide variety of people.

  4. Must have strong interpersonal skills.

F. Typical Knowledge, Skills, and Abilities necessary to perform essential functions:

  1. Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical and optical instrumentation in a commercial scientific laboratory environment.

  2. Ability to read, interpret and analyze component layout drawings, assembly drawings, wiring and labeling diagrams.

  3. Experience in selling process. Proven ability to sell value based service solutions to Thermo Fisher Scientific customer base.

  4. Effective communication skills

  5. Basic instructional abilities (customer training).

  6. Ability to prioritize territorial requirements (service calls, installations, and regional needs) and establish realistic schedules to meet requirements.

  7. Ability to schedule and work independently, and as part of a group, to accomplish individual and team objectives.

  8. Independently resolve routine customer satisfaction problems.

  9. Customer/business-oriented (satisfaction.)

  10. Detailed understanding of service functions.

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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.