Field Service Engineer LSMS

4 weeks ago

Hemel Hempstead, Hertfordshire, United Kingdom Thermo Fisher Full time

Position Summary:

Responsible for delivering all service activities for the Unity Lab Services Life Science Mass Spectrometry (LSMS) Service group, supporting the LSMS group product range. Predominantly based in the South East of England, however the role may require travel throughout your assigned territory. This may include: Installations, Repairs, Maintenance Services, Qualification Services, Depot Repair, Technical Support etc. with the purpose of achieving: Satisfied customers becoming loyal customers, the highest first-time fix rates / the lowest mean time to repair and the lowest repeated call rates.

Support our 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)

Responsibilities:

  • To perform Field Service-related duties in line with internal rules, customer regulations and health and safety guidelines.
  • Specific product support to be given on LSMS instruments. (80%).
  • To work remotely within the LSMS Service team providing on-site services exceeding customer's expectations and ensuring that customers become promoters through positive feedback and achieving customer loyalty.
  • Deliver the highest professional relationship with our customer base raising technical issues when necessary, to quickly resolve critical tasks in the fastest way possible. Follow our ethical business conduct guidance.
  • To enable the customer's success through their relationship with Thermo Fisher Scientific and the products & services we offer. Utilise web-based, sales lead logging tools to ensure customers are offered those products and services they require. (5%).
  • Optimize own work schedule by coordinating with all the required partners for service planning (Dispatch function, Team Leader, others) (5%).
  • Responsible for handling company assets provided, such as car stock (parts inventory), laptop computer, mobile phone, test equipment (ensuring calibration), general tools, software, company car, manuals etc. (5%).
  • Responsible for timely and accurate reporting of all activities (e.g. field service reports, expense reports, etc.) (5%).

Minimum Requirements/Qualifications:

  • Professional background in Electronics/Chemistry/Engineering or related subjects.
  • Minimum 1-5 years of experience servicing analytical equipment. Equivalent applications specialist or end user experience will also be considered as valuable experience.
  • Strong problem-solving skills.
  • Demonstrate organizational skills with the ability to handle multiple tasks with different priorities.
  • Excellent interpersonal, self-motivational and negotiating skills.
  • PC skills.
  • Valid UK Driving License (manual).
  • Flexibility to travel mainly within the appointed region (UK & Ireland) as well as through Europe for training and for occasional support to other regions. International traveling including all EMEA Territory and the US may be required.
  • Good English skills, both verbal and written. Ability to work across all levels, functions and regions.

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