Field Service Engineer

Serve as the frontline service and support lead to customers; perform instrument installation, training, troubleshooting, validation, maintenance, and repair using extensive technical experience.

Apply critical thinking and problem-solving skills to resolve customer issues using defined procedures and practices, taking action to rapidly analyze and repair instrumentation.

Focus on customer needs and satisfaction, while building upon and  enhancing the customer relationship to become a valued partner in their research and business goals.

Operate independently in the assigned region and work collaboratively with other field specialists to share best practices, field observations and customer solutions.

Maintain service records in a timely manner; order and install repair components. Document and report all repairs and product issues. Develop and execute regular preventative maintenance procedures.

Drive service revenue sales targets; ensure strong contract retention and warranty conversion rates.

Act as an internal advocate by communicating customer feedback and requests to Sales, Product Marketing, Operations, Applications and other departments.

Provide guidance to and assist in the training/mentoring of newer specialists. Train with internal product teams to become the field expert/liaison for instrument-related questions or issues.

Performs routine and technical support via phone or email. Provide routine maintenance and corrective maintenance at the customer site either alone or as part of a team.

Travel is required.

Qualifications:

• Bachelor's Degree or Technical School (Electronics)
• At least 5 years of experience in the repair, maintenance, and installation of equipment used in a scientific instrument, laboratory.
• Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical, and optical instrumentation in a commercial scientific laboratory environment.
• Electronic and mechanical aptitude required
• Basic instructional abilities (Field Services employee mentoring and customer training)
• Experience in selling process. Proven ability to sell Thermo Fisher Scientific value-based service solutions.
• Regular and Reliable Attendance.
• Ability to read, interpret and analyze component layout drawings, schematics, assembly drawings, wiring and labeling diagrams.
• Maintains professional and technical knowledge
• Must have strong interpersonal skills.
• Strong written and verbal communication skills
• Ability to draft and execute SOPs and work instructions.

The position requires up to 70-80% travel within Pakistan. Some travel may be local depending on your Pakistan location.

Other Job Functions:

• Supports Engineering Department to define system requirements relative to installation and service.
• Works with other engineers to develop procedures for testing, troubleshooting, configuration control, and information distribution, etc.
• Interfaces with Engineering Department regarding system integration and product development to increase reliability and serviceability (i.e. provide feedback from customers about product problems, weakness, etc.)
• Participate in design reviews to provide input on maintainability and reliability improvements, as well as other issues.
• Participates in the fabrication and assembly of complex electronic systems, as necessary.
• Perform other duties as assigned or directed.

Physical ACTIVITIES REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:

Repair/install mechanical devices and spare parts, by use of hand tools, etc. Routinely lifts and carries up to 50 pounds during equipment service. Must have good communication skills; writing, verbal, computer, and hearing. Able to move within office complexes; in confined spaces around machines and products under construction. Visual acuity and manual dexterity needed for close detail work, operation of machines, use of testing and measurement devices, the assembly of parts at distances and close to the eyes and the reading of drawings, blueprints and documents. Normal color perception (no color blindness).

Job conditions:

Works alone and with others in a general office, industrial/medical, and/or laboratory setting when performing on-site installation, testing, and service. Frequent travel to customer required.