Senior Global Product Support Engineer (Lithium-ion Battery)

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe! Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Location/Division

Chemical Analysis Division (CAD), featuring innovative analytics, from Lab to Line to Field. This position will support the Production Process and Analytics Service Team and serves a wide breath of industrial sectors including Production facilities in the Plastics, Paper, Steel, Aluminium industries along with new technology in the Lithium-Ion Battery Market.  We provide onsite customer support and service for measurement and control systems.Click the link to viewproducts this position would support.

How will you make an impact?

Lithium-ion battery manufacturing is a rapidly growing industry and as leaders gauging instrumentation, we play a key role in supporting the battery industry in developing more reliable and higher capacity battery products. You will join the lithium-ion battery gauging services field organization, an inclusive and diverse international team. As the primary technical interface for major battery manufacturers, you will be supporting these clean energy customers using our products, ensuring priority responses, and providing technical leadership in all aspects of problem resolution to increase customer uptime.

Travel & Territory

This position requires up to 50% travel to two primary locations – Austin, TX and Fremont, CA and Europe. There is a single position posted in multiple locations.

Your responsibilities

• System level expert providing guidance to engineering during the design phase of new products on key customer requirements and needs.
• Detailed Reporting of field issues related to design, reliability, maintenance problems, software bugs, projects, and critical issues to the relevant factory groups.
• Drives and owns customer issues on new products during the Alpha build and test phase as well as during beta testing at customer sites.
• Own technical product specification & application discussions with customers to our value proposition and highlight differentiation relative to competitor products.
• Provide effective training on the application & capabilities of products and services.
• Assist with customer complaints and investigation activities by providing vital technical data and feedback to Product Management, Quality Assurance, Engineering, and R&D as appropriate.
• Ensure efficient utilization of appropriate products, and services within the Customers’ manufacturing processes and applications.
• Review quotes for customer technical requirements and acceptance criteria.
• Delight our customers!

The Senior Global Product Support Engineer is required to influence and collaborate with globally dispersed groups including product management, R&D, service, support, field marketing, commercial and key-account managers.

Success metrics for the role include but are not limited to: clean energy revenue and bookings; customer allegiance score; and service support agreement renewals.

Your minimum qualifications, experience, and skills

• Bachelor's degree in engineering or related field
• 8-year Experience with manufacturing process analytics and control
• Experience with material thickness gauging devices using ionizing ration sources; x-ray, alpha-, beta, gamma emitters or laser is an advantage.
• Experience within the automotive industry and certification in automotive technology would be desirable.
• Academic or industrial qualifications in engineering or physics, and the skills for solving problems independently.
• A strong foundation in mathematics, physics, and computer science
• Deep understanding and knowledge of groundbreaking battery technologies which meets the consultation needs of the customers for their R&D, manufacturing, and recycling process
• Proven experience in R&D or application support in Clean Energy and/or relevant segments are preferred.
• Results oriented, metrics driven with a root cause, continuous improvement approach.
• Excellent interpersonal and presentation skills, proficient in both spoken and written English.
• Ability to travel up to 50%

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

The role includes competitive remuneration, annual incentive program bonus scheme, remote working with flexible hours, peer appreciation bonus scheme, healthcare, and other benefits (dependent on hiring country).

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards