Engineer III, Field Service

Job Title: Field Service Engineer

Location: Madrid

When you’re part of Thermo Fisher Scientific, you’ll do exciting work, and join a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Position Summary:

• Responsible to deliver all Service activities (which might include: Installation including related customer introduction, Repairs, Maintenance Services, Validation Services, Depot Repair, Hot Lines etc..) on LSMS products for achieving:
  • Satisfied customer becoming loyal customers
  • Highest first time fix rates / lowest mean time to repair
  • Lowest repeated call rates
• Gives to the overall Service Targets with respect to Bookings, Revenues, Service Profit and Overhead Cost while following all internal rules, processes and practices (as they are described)

Main Activities / Responsibilities:

• Performs all Service Activities in line with internal rules and customer regulations
• Assure responsive telephone support and diagnostic as well as on-site Services to exceed the customer’s expectation and making them successful by using TMO instruments. Actively promote our contract products.
• Always ensure highest professional relationship with our customer base to achieve customer loyalty and advance issues if vital to tackle critical tasks in the fastest way possible. Follow our ethical business conduct mentorship.
• Is responsible to handle the company’s assets provided, such as Car Stock/Inventory of Parts, Computer, Telephone, general Tools, Software, Company Car, Manuals etc..
• Optimize the own work schedule by coordinating with all the vital partners for service planning/scheduling (Dispatching function, Team Leader, others).
• Is responsible to report accurate an timely of all activities as required (e.g. Field Service Reports, Expense Reports, etc.)
• Assures alignment of all activities at the customer site with the rest of TMO and informs other part of TMO of important information with respect to our customers (e.g. information about new purchases to sales/lead generation)

Minimum Requirements/Qualifications:

• Professional background in Chemistry/Engineering or related subjects
• Minimum 2-5 years experience servicing analytical equipment or equivalent applications specialist experience.
• Strong problem solving skills
• Good verbal and written communication skills, ability to work across all levels, functions and regions
• Demonstrated organizational skills with the ability to balance multiple tasks with different priorities

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not a comprehensive list of all of the duties and responsibilities associated with it.