AddressThermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 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 efficiency in their laboratories, we are here to support them. Our team of more than 125,000 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, Patheon and PPD. For more information, please visit www.thermofisher.com.
Position Summary:
This Field Service Engineer role sits within our Field Service team in Melbourne and is focused on the installation, maintenance, operational training and support of Thermo Fisher Scientific’s range of LC/LCMS & IC instruments. There is an element of trave associated with this role
Key Responsibilities:
- Work within the AS/NZS ISO9002: 1994 Quality Standard, as detailed in the Company’s Quality Manual and published business procedures.
- Work with Service Operations staff to efficiently lead Field Service activities and complete administration requirements to support the business
- Meet designated SLA goals for customer call back, on-site response and time to resolution
- Promote and develop Technical Service capability by actively providing product training to customers and staff to ensure Company equipment is optimally supported.
- Take ownership for customer satisfaction for services performed - liaise with Service Operations and Technical leads for service critical issues and follow up with customers on fault resolution.
- Maintain sound knowledge regarding the technology and customers' application demands
- System level approach to problem solving with an analytical mentality and a strong aim to resolve open issues
- Work in accordance to all relevant certification and regulatory requirements such as NATA, ISO, Electrical Safety Acts and OH&S.
- Handle the service process from allocation to completion, including the management of spare parts, service reports and billing summaries on the Astea service system so that invoicing is accurate and critical metrics are met.
- Assist the Sales Team with technical information, training and demonstrations and assist the team to achieve sales and margin (gross) targets for designated product portfolio/territory.
- Actively seek out new opportunities to grow our customers’ service and sales, so that our budgets are met and exceeded.
- Make recommendations for the continual improvement in the procedures, quality and efficiency of Technical Service.
- Work collaboratively with Third Party Contractors and customers
Skills / Qualifications:
- Tertiary qualification in a Scientific (chemistry/physics) / Electronic / Electrical Engineering, Chemistry or a science related field required.
- Minimum 3 years of meaningful experience in a similar position
- Experience in the routine operations of LC/LCMS & IC systems required
- Experience within the scientific market and/or familiarity with scientific products required.
- Experience in a technical support / service support role preferred.
- Favorable – experience with Thermo Fisher LC/LCMS & IC software and hardware.
- Valid Driver's License
- Proficient in Microsoft applications including Microsoft office.
- Excellent communication & social skills - both written and verbal
- Ability to work independently, multi-task and prioritize based on business targets and prioritise your time to meet agreed deadlines.
- Ability to think strategically and laterally in order to improve business opportunities.
We offer competitive compensation and benefits packages, along with opportunities for professional growth and development. If you are a motivated individual with a passion for demand planning and inventory management, we invite you to apply for this exciting opportunity. Watch as our colleagues explain 5 reasons to work with us.
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.
