Field Service Engineer - ICP-MS, GC/MS

Zoek Pin Syracuse, NY


Permanent (Full time)

Posted 22 days ago

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.

How will you make an impact?

As a Field Service Engineer, you are responsible for managing all aspects of field service support, customer relationship management and providing detailed reports to the customer. The successful candidate will provide complete services on TEA (AAS, ICP-OES, ICP-MS) and GC/MS equipment systems, including installation, repairs, preventative maintenance, and instrument qualifications. You will also coordinate resources and work with the Service Team to deliver technical expertise to customers with high-quality results to ensure high-customer satisfaction. This position will be remote and based out of the Rochester, NY region.

What will you do?

  • Perform on-site installation, repair, maintenance, qualification, and validation of AAS, ICP-OES, ICP-MS and GC-MS instrument systems at various customer labs across the region.

  • Provide technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements.

  • Provide phone, augmented reality, and live support to resolve customer service requests

  • Schedule and track service calls, manage personal parts inventories, and complete job tasks and complete service reports using a customer’s management software

  • Reviews performance reports and documentation from customers and other field representatives and inspects malfunctioning or damaged product to determine nature and scope of problem.

  • Analyzes review and inspection findings to determine source of problem, and performs repair, replacement, or other corrective action.

  • Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs.

  • Analyzes reports of technical problems to determine trends affecting future design, production, service, and maintenance processes, and recommends modifications to eliminate future problems.

  • Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.

  • Regularly attend factory provided technical and service training on newest and latest TEA and GC/MS products developed by Thermo Fisher Scientific.

  • Provide accurate and timely completion of service reports, expense reports, company provided car maintenance, and other administrative tasks.

  • Other duties may be assigned.

How will you get here?

  • BS degree in Sciences, Engineering, Electronics or equivalent experience.

  • Background in Chemistry or Biochemistry preferred

Knowledge, Skills, Abilities

  • Must have and maintain valid driver license

  • Must be available to travel overnight up to 75% within the territory or other areas as required.

  • 3+ years hands-on experience as a Service Engineer is preferred, particularly working with analytical instrumentation or 3+ years relevant industry experience.

  • Ability to work overtime and/or outside regular business hours, and/or on-call work

  • Regularly lift and/or move up to 50 pounds; and occasionally lift and/or move 100+ pounds

  • Ability to bend, squat, stretch, and reach on a daily basis in a service function.

  • Experience with troubleshooting and repairing analytical equipment

  • Experience with chromatography and/or mass spectrometry preferred

  • Experience with AAS, ICP-OES and ICP-MS preferred

  • Effective communication skills and establishing good customer rapport are essential

  • Ability to prioritize service requests and produce clear and concise documentation

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

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