Engineer II, Field Service

Job Description

Thermo Fisher Scientific are providing an opportunity for a driven, customer orientated Field Service Engineer to join our Auckland based team. In this role, you will be part of a strong close team providing support and assistance to our customers, ensuring satisfaction while resolving issues they may encounter. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a proven technical background.

Responsibilities:

• Provide exceptional on-site technical support to customers, ensuring prompt and accurate issue resolution
• Diagnose and solve problems, guiding customers through solutions and steps.
• Install, configure, and maintain hardware and software systems for customers, ensuring efficient performance and functionality.
• Collaborate with multi-functional teams, including global support, to advance sophisticated issue resolution product improvement.
• Stay up-to-date with product knowledge and industry trends to optimally address customer inquiries and provide relevant solutions.
• Conduct regular feedback with customers to ensure their satisfaction and capture feedback for continuous improvement.
• Assist in crafting and updating documentation, including installation guides and diagnostic procedures.
• Provide training and mentorship to customers on the use and maintenance of our products.
• Travel to customer sites as needed to perform installations, repairs, and upgrades.
• Maintain accurate records of customer interactions, issues, and resolutions.

Requirements:

• Tertiary education in Engineering Technology, or a related field.
• Electrical Workers License and Registration
• Ability to think analytically to diagnose and resolve technical issues.
• Proficient in using remote desktop tools and customer relationship management (CRM) software.
• Strong interpersonal skills, with the ability to effectively explain technical concepts to non-technical individuals.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service orientation and a passion for delivering outstanding customer experiences.
• Diligent with excellent interpersonal and time management skills.
• Flexibility to travel and work outside regular business hours when required.
• Valid driver's license and ability to operate company vehicles.