Sr Engineer, Field Service
Thermo Fisher Scientific

Job Info

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Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Able to lift 40 lbs. without assistance

Job Description

When you're part of Thermo Fisher Scientific, you'll do daring 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.

Location/Division Specific Information

The Materials and Structural Analysis (MSD) Electron Microscopy (EM) business enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase productivity, and ultimately change the world. The MSD EM business designs, manufactures, and supports the broadest range of high-performance microscopy workflow solutions that provide images and answers in the micro-, nano-, and picometer scales.

Combining hardware and software expertise in electron, ion, and light microscopy technologies with deep application knowledge in the materials science, life sciences, semiconductor, electronics, and natural resources markets, the worldwide Electron Microscopy employees are dedicated to customers' pursuit of discovery and resolution to global challenges.

Here are some of the products you might support our customers with:

• Corporate organization
• Overview of our instruments
• Inside the Titan Transmission Electron Microscope
• How to make a microscope

Day in the life of a Field Service Engineer: https://www.linkedin.com/mycompany/thermo-fisher-scientific/recommendations/urn:li:activity:6911716842898083842

How Thermo Fisher supports women in the workplace? https://vimeo.com/740420583

What advice would you give someone interested in a career at Thermo Fisher Scientific? https://vimeo.com/740414379

How you will make an impact:

The Sr. Field Service Engineer for the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific is responsible for performing the on-site installation, servicing and repair of complex equipment and systems. This level of Engineer also investigates and improves operational quality of system equipment; Transmission Electron Microscopy (TEM), Scanning Electron Microscopy (SEM), Small/Large Dual Beam (SDB/LDB); instructs customers in the operation and maintenance of the system; serves as company liaison with customer on administrative and technical matters for assigned projects; and conduct on-site installations of the full range of Thermo Fisher Scientific electron microscopy systems and their associated options.

Assists the manager as team leader in the development of other Engineers. Serves as a product authority, supporting customers on advanced solutions. This role provides the opportunity to grow within Field Services and across the Thermo Fisher organization. You will be eligible for transportation support, company phone, company laptop as well as other company benefits that include bonus, 401k, healthcare, employee assistance program and more!

What you will do:

• Proactively run assigned accounts and service team to ensure customers "Basic Issues" are resolved as quickly as possible.
• Meet tool uptime performance expectations where required
• Complete Preventative Maintenance on time per commitments
• As the primary regional field service engineer, ensure customer needs are met using appropriate resources
• Conduct on-site installation of sophisticated equipment and follow testing procedures to ensure accurate working order
• Conduct on-site scheduled planned maintenance visits
• Provide troubleshooting and repair support for customers and other field service personnel
• Cultivate and develop positive working relationships with customers, system users, and company personnel
• Successfully complete technical training as required; identity and effectively complete specialist training based on microscopes in the region
• Proactively seek out additional learning opportunities both inside and outside of the region
• Work informally with application engineers and/or attend application courses to gain powerful knowledge
• Leads technical recovery plans for critical issues throughout the region
• Travel, sometimes on short notice to customer sites to resolve problems or support colleagues
• Complete and submit field service reports
• Partner with colleagues to provide technical mentorship needed to problem-solve systems solutions
• Provide training for users on system operation
• Train and mentor new field service engineers
• Provide feedback to product quality teams
• Provide appropriate input in writing, updating, and correcting various Thermo Fisher system documentation, including identifying and isolating system problems
• Must maintain Thermo Fisher Scientifics' 4i Values.

How you will get here:

Education

University degree/Bachelor degree in electronics, physics, engineering, computer science or similar field preferred; or 10+ years of equivalent combination of education, skills, and experience

Experience

10+ years' Experience:

• Operating, troubleshooting, repairing and calibrating complex analysis tools such as SEM, TEM, FIB, Prober or similar systems required.
• Experience with Ultra High Vacuum (UHV) required.
• Experience operating O-scopes, digital voltmeter and logical problem solving required.

Competencies

Demonstrate Technical Knowledge- Become an expert on how our ever-expanding line of products is used, serviced, and positioned in the marketplace

• Demonstrate Product Knowledge: Describe products and product lines, their positioning in the marketplace, and the needs they meet
• Describes product portfolio characteristics
• Identifies and describes competitors at a high level
• Scale the Technology: Gain proficiency in installing, servicing and maintaining increasingly complex scientific instruments
• Performs routine maintenance and basic repairs on a small number of noncomplex instruments
• Resolves majority of calls on first visit, applying appropriate resources

Solve Tough Problems- Troubleshoot and solve problems precisely, timely and efficiently

• Troubleshoot with Precision: Follow safe, methodical processes to isolate and resolve problems
• Follows SOPs and standard processes to solve problems
• Identifies problems too complex to solve independently and seeks help
• Solve Problems Remotely: Remotely gather information and take action to resolve issues
• Uses standard tools to remotely gather information on instrument status
• Effectively gathers and documents key information about the problem from customer

Impress the customer- Provide the highest level of proactive service to every customer, regardless of the circumstance

• Communicate Effectively: Foster clear, fact-based conversations with customers
• Proactively seeks to communicate with customers when onsite
• Actively and attentively listens to customers
• Takes ownership for relationship with customer and internal partners

Make Valuable Contributions by Consulting: Proactively advise customers of solutions and best practices

• Provides basic information on Thermo Fisher Scientific to customers as requested

Manage Difficult Situations: Demonstrate empathy and professionalism while resolving customer issues

• Maintains a positive attitude in the face of challenges in interactions with customers

Asks for assistance from supervisor or peers when unsure with how to handle a difficult customer situation

Drive for Results- Take the initiative to follow processes and to focus on results, without waiting to be asked

• Respect for Process: Follow standard processes and implement processes where none exist
• Understands and follows key processes relevant to role
• Aware of SOPs and asks questions as appropriate
• Drive to Solutions: Demonstrate resilience and focus in resolving issues and meeting goals
• Provides a first timefix when possible, applying appropriate resources
• Involves others quickly when needed to solve a problem
• Demonstrate Initiative: Identify what needs to be done and do it without waiting to be asked
• Takes ownership of important issues within job scope without being asked
• Asks questions to see opportunities that need to be addressed

Knowledge, Skills, Abilities

• Must have a detailed understanding of how to solve and repair ultra-high vacuum and high voltage systems.
• Proven track record solving sophisticated systems, subsystems, and complex problems by process of elimination techniques down to the component level
• Able to read and interpret schematics
• Literate in Windows software environments
• Ability to partner effectively with customers and colleagues
• Key Development Leader of the team on system operations, technical mentorship on solving systems solutions
• Required to read, write and speak English fluently.
• Demonstrated the ability to display a high level of confidentiality for both customers and Thermo Fisher Scientific.
• Extensive experience solving and repairing ultra-high vacuum and high voltage systems.
• Required to read, write, and speak English fluently.
• Proven ability to work under pressure, with a consistent record to make decisions with minimal direct supervision.
• Excellent ability to be detail oriented, problem solver, promote team environment.
• Able to display a high level of confidentiality for both customer and Thermo Fisher Scientific.
• Excellent Interpersonal communication, teamwork/building, time management, organizational, problem solving and customer service skills
• Provide feedback to product quality teams
• Provide appropriate input in writing, updating, and correcting various Thermo Fisher system documentation, including identifying and isolating system problems
• Must be willing to travel 25-50% of the time.
• Must possess a valid driver's license and passport and travel regionally and internationally as the need arises.
• May require proof of Covid-19 vaccination.
• Extensive walking may be required.
• May work at customer locations, in office environment to include cubicles and/or in laboratory environments.
• Must be able to secure entrance to US Government laboratories and facilities
• Potentially pass-through areas where chemical-based allergens may be in use (such as penicillin, tetracycline, etc.)
• Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets, safety gloves, safety glasses, steel toe shoes, and/or bump hats.
• Physical requirements include the ability to lift up to 50 lbs.

Benefits & Incentives

• Competitive Medical, vision and Dental insurance plans
• 401k with matching company contribution
• Company paid holidays, Floating and Paid Time Off
• Annual Bonus Plan
• Car Allowance/Transportation Assistance Programs

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

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.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

• This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.

Compensation and Benefits
The hourly pay range estimated for this position based in California is $54.09-$81.13.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
  
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
  
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
  
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
  
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
  

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

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