Job Title: Field Service Engineer

Internal Job Title: Engineer III, Field Service

Band: 6

Track: Professional

Job Family: Field Services (FLS) > Field Service Engineering (FSEN)

Department: Service, Lab Automation

Location: USA – remote

Reports to: Field Service Supervisor

POSTION SUMMARY:

The main focus is the troubleshooting, repair, preventive maintenance and installation of Thermo Laboratory Automation (LAI) products and selected 3rd party equipment at customer sites. A second strong priority is focused on customer relations’ activities intended to generate sales of Thermo LAI Customer Support Services and Service Contracts to customers in this engineer’s area. Also required to perform on-site training relative to system service, maintenance and basic operation of Thermo LAI systems.

Laboratory Automation Product line:

• Provides fully automated robotic workflow for Drug Research and Discovery
• Provides full range of robotic products for Instrument loading applications, Application Workstations up to fully integrated robotic systems
• Automated solutions are implemented at Pharma, Biotech and Academic Research centers
• Target applications are primary and secondary screening applications such as High Throughput Screening, High Content Screening and Cell research applications (STEM cells, Pathway Analysis, Genomics, Proteomics and systems biology studies)

KEY RESPONSIBILITIES:

• Perform on-site troubleshooting, maintenance, repair and installation on all Thermo LAI products and selected 3rd party instrumentation.
• Perform on-site training relative to system service, maintenance, and basic operation of Thermo LAI systems.
• Answer telephone calls and email from customers with lab system service questions or problems related to software, hardware, or instrumentation.
• Build strong customer relationships with the continual focus on promoting the customer’s use of Thermo LAI Customer Support Services and generating sales of Thermo LAI Service Contracts.
• Generate quotes for any service parts the customer may require and any service calls if needed.
• Prepare contract proposals and related documentation. Initiate, promote and complete the sale of the contract.
• Keep track and maintain local spare parts inventory.
• Diagnose problems over the phone and/or with the use of PC Anywhere. Where necessary, follow up with on-site work or dispatch third-party service providers for on-site work. Follow up to ensure problems were resolved to the customer’s satisfaction.
• Actively monitor the status of contract, warranty and T&M install customers. Track and schedule on-site PM.
• Provide a forecast of service activities at the beginning of each month to Team Leader for review.
• Ensure that all documentation related to in-house and on-site support activity is completed correctly and submitted on a timely basis. This includes maintenance of electronic files, Field Service Reports, and Service Work Orders, and Quotes.
• Perform additional duties or work on projects as deemed necessary

MINIMUM REQUIREMENTS:

Educational Qualifications:

• Technology diploma in Mechatronics, Electro-mechanical engineering, Electrical or Mechanical engineering, or other related discipline
• Programming courses (or equivalent practical experience)

Experience Qualifications:

• Minimum 5 years practical experience in field service or troubleshooting software and lab equipment
• Working proficiency of Momentum software features and operations is a plus
• Mechanically adept with blueprint reading / drawing knowledge
• Troubleshooting skills
• Prior project management experience is a plus
• Excellent interpersonal and communication skills
• Organization, planning and time management skills

Other Job Requirements:

• Must have a valid driver’s license
• Must have a valid passport
• Must be able to travel at least 75% of time, including regular 3 to 5 days onsite visits

Skills and Knowledge required:

• System-level diagnostic skills using inquiries, observations, system schematics & documentation, software tools, and communications / electrical diagnostic aids (break-out box, meters etc.)
• Multi-disciplinary technical skills / comfort with software, electrical, and mechanical systems:
  • Comfortable with computers, serial communications, and software - adept with general use of computers, adept with serial communications cabling and diagnostics, and have at least a rudimentary knowledge of programming languages to be able to read a program and understand the logic.
  • Comfortable with wiring and pneumatics (schematics, PLCs, power panels).
  • Comfortable with mechanical systems (CAD drawings, fasteners).
• Demonstrated experience with automation, robots, and/or instrumentation.
• Achieved System Hardware and Software Integrator skills.

This position is not approved for relocation assistance.