Engineer III, Field Service

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer!

How will you make an impact?

As a field service engineer in our team, you will have a key role in supporting our customers in Vic/Tas and across ANZ as required. You will work with technically innovative instruments to provide service, technical expertise and support. You will help resolve customer critical issues and provide customer feedback to our global and local teams while developing your professional skills at the same time.

What will you do?

• Perform professional on-site Installation and Commissioning of Thermo Fisher Scientific equipment and support other instrumentation as the need arises
• Train your customers in the accurate and safe operation of the equipment
• Visit Customer sites for regular Maintenance Services such as Planned Maintenance, Repairs and proactively resolve difficult Breakdowns.
• Ensure that all documentation related to in-house and on-site support activity is completed accurately and submitted on a timely basis. This includes maintenance of electronic files, PM reports and Service Reports.
• Interpret customers’ needs and take ownership for problem resolution
• Partner with local, regional and global specialist teams, use digital tools to provide remote resolution and improve the customer experience
• Proactively resolve difficult repairs by using the Service Escalation process and liaising with APJ and Global Service Specialists.
• Be a strong and efficient communicator with customers, our support teams and commercial teams
• Travel throughout a designated service region on short notice to support Thermo Fisher’s products
• Support customers in an on-call and after-hours capacity according to the Thermo Fisher policy and be remunerated accordingly
• Accurately maintain parts inventory, test equipment, tools, and technical data
• Ensure that critical metrics are met and achieve Customer Satisfaction objectives
• Interacts with customers to offer and close the sale of service contracts and other service products.
• Discuss Life Sciences Service Products with customers and provide leads to Australasia Service Sales Rep as they arise.

Required Qualifications:

• Bachelor’s degree with science or engineering major, or equivalent experience plus strong technical/scientific competence.
• Requires a minimum of 2 years of relevant instrument experience in field service engineering, experience working with Life Science equipment is desirable
• Proven IT skills, networking understanding and Linux proficiency
• Candidate must possess excellent people skills to represent the company in a professional manner.
• Exceptional communication skills as well as analytical and planning skills.
• Ability to work independently, manage time/priorities, and maintain composure under high levels of demand is vital
• Ability to adapt and thrive through organizational change and uncertainty.
• Embodies company 4i values of integrity, intensity, innovation, and involvement.
• Able to travel up to 25% of the time including interstate and international travel

What’s in it for you?

• A competitive salary and performance related bonus structure
• Access to Thermo Fisher’s global University
• Exposure to market leading & innovative technologies
• Career development opportunities in a leading global organisation