Engineer III, Field Service - Waltham MA Remote

Work Schedule
First Shift (Days)

Environmental Conditions
Able to lift 40 lbs. without assistance, Laboratory Setting, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Will work with hazardous/toxic materials

Job Description

Position Objective:

The Field Service Engineer (FSE) performs customer installations, repairs and preventative maintenance on a variety of laboratory instruments in assigned territory. The FSE engages with customers to solve technical problems, identifies areas to improve their work, and provides the highest quality of service in a professional and timely manner.

Core Responsibilities

• Provides onsite installation of instruments, upgrades, repairs, qualifications and planned maintenance service.
• Displays integrity, understanding, tact, fairness, and outstanding technical knowledge in all customer interactions, encouraging strong and long-lasting relationships.
• Achieves specified revenue targets while satisfying customer needs through efficient instrument repair, installations, and preventive maintenance services.
• Collaborates with internal partners to resolve customer issues and improve operational processes
• Follows all reporting responsibilities for Cloud For Service Ticket dispatch (C4S), addressing any issues that arise, submitting Field Problem Reports (FPR), and Field Service Reports (FSR) promptly and accurately.
• Is familiar with and follows policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
• Maintains their technical competency level servicing new instruments and problems by attending trainings, staff meetings, and staying up to speed on new products, markets, customers, and competitors.
• Handles travel expenses and follows company travel policies and guidelines, ensuring cost-effective and efficient travel arrangements.
• Impacts through delivery of results and leadership behaviors
• Communicates at higher internal and external levels and to diverse audiences

Leadership Behaviors

• Establish and maintain alignment with Thermo Fisher Scientific 4i Values and Professional Track Leadership Proficiencies
• Demonstrates deep understanding of Best Practices
• Demonstrates positive influences to immediate team
• May perform some FSE Leader tasks

Education Requirements:

Requires a bachelor's degree in engineering, biology, chemistry, or related field

Required Qualifications:

• Minimum of 5+ years working in a related science, engineering, and/or customer-facing role.
• Exercises judgment in setting work priorities and identifies next steps to ensure efficient and effective service delivery.
• Demonstrates a high level of autonomy and self-motivation, requiring limited supervision.
• Actively participates as a positive influence to the team, encouraging a collaborative work environment.
• Quickly adapts to change by using new technologies and methodologies to continuously improve performance and stay ahead.

Preferred Qualifications:

• Experience in a clinical, diagnostics, and/or other regulated environment, ensuring compliance with industry standards and regulations.
• Shows an ability to quickly grasp and comprehend IT systems and processes, using technology to improve service delivery.
• Experience in related product applications, enabling a sound understanding of customer assays and technical requirements.

Working Conditions:

Frequent travel to customer sites is required and ranges from 50-80% of work time. Works both in home office as well as in a laboratory environment. Is required to lift up to 40 lbs. May be required to stand for long periods of time while performing duties. Work safely with chemicals and hazardous materials. Work overtime and flexible shifts.