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Job Description

Job Title: Field Service Engineer

Reports To: Head of Technical Services / Field Service Team Lead

Group/Division: Specialty Diagnostics Group/Immuno Diagnostics Division

Position Location: United Kingdom (London/South)

Position Summary:

The Field Service Engineer is responsible for performing servicing activities including but not limited to on-site system installation, servicing, maintenance and repair of the Phadia range of instruments in the UK, Ireland or Netherlands and technical support activities. The Field Service Engineer will play a key role within our Technical Customer Support organization by ensuring customer satisfaction with products and our service offering.

Travel up to 95% of the time with occasional international travel.

Key Responsibilities:

• Perform scheduled preventative maintenance (PM) visits within the timeframes required by the Service Level Agreement, managed service contracts and internal metrics.
• Undertake troubleshooting, support and repair within the agreed timeframes and always ensure that customers are kept up to date with the progress.
• Plan and conduct installation of Phadia lab systems at customer sites, in-line with the manufacturers’ requirements on installation and the local procedures.
• When not attending customer sites the service engineer will complete in-house instrument repair and provide support to the Customer Excellence Centre - including 1st and 2nd line technical support.
• Complete service reports in the relevant CRM system and ensure they are completed both fully and accurately and returned to the customer in a timely manner.
• Provide support (remote and on-site) for customers and colleagues outside of the territory and when required) and with the approval of the department manager.
• Maintain accurate records of spare parts, ensuring parts are used appropriately.
• Support laboratory sales colleagues to develop business opportunities within their regions as-and-when required.
• Update systems placed at customer laboratories including instrument software and data management software and remote diagnostic (LabCommunity) connections.
• Provide information to global product teams on instrument reliability and quality via the required methods. E.g. out-of-box-failures to be raised as complaints.
• Ensure that quality and regulatory requirements and company policies are adhered to.
• Participate in service and commercial meetings as and when required.
• Input into the development of training material, support literature and technical guidance for external and internal customers.
• Maintain an awareness of both ISO9001 & ISO13485 and their role within the quality management system.
• Maintain the required level of product knowledge on instruments and assays to enable our customers to be successful and share that expertise with internal and external customers.
• Work diligently towards achieving goals and improving customer allegiance for the cluster.
• At all times, strive to live up to the 4I values of Thermo Fisher Scientific.

Minimum Requirements/Qualifications:

Essential

• Experience in a scientific or engineering related field. (eg. clinical/research laboratories / electronics / biotechnology / medical devices / engineering or related fields)
• Strong technical capability and proven problem-solving skills.
• Willingness to travel 90% primarily within the country but internationally as and when required.
• Customer-focused with strong communication skills and ability to establish relationships with customers.
• Can-do attitude with the ability to handle multiple-tasks with contending priorities.
• Fluency in English - both written and verbal.
• Valid Driving License

Desirable

• Previous experience in servicing diagnostic analytical equipment within Immunology or Biochemistry or is highly desirable.
• General IT/Security skills - Experience in remote diagnostics, networks, LIS/LIMS communication

If you are an individual with a disability who requires reasonable accommodation to complete any our application process, click here (https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility) for further assistance.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.