Field Service Engineer - San Francisco

Installation/Maintenance/Repair Employment Type: Full Time Contact Information Reference Code: KA20080702-18711_2 About Us Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, enabling our customers to make the world healthier, cleaner and safer. With annual revenues of $10 billion, we have more than 30,000 employees and serve over 350,000 customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as environmental and industrial process control settings. Serving customers through two premier brands, Thermo Scientific and Fisher Scientific, we help solve analytical challenges from routine testing to complex research and discovery. Thermo Scientific offers customers a complete range of high-end analytical instruments as well as laboratory equipment, software, services, consumables and reagents to enable integrated laboratory workflow solutions. Fisher Scientific provides a complete portfolio of laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety and education. Together, we offer the most convenient purchasing options to customers and continuously advance our technologies to accelerate the pace of scientific discovery, enhance value for customers and fuel growth for shareholders and employees alike. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer. If you share in our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific. Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action employer. Job Description Field Service Engineer - San Francisco Job Title:   Field Service EngineerDepartment:   Field Service OperationsReports To:  Regional Service Manager or Supervisor POSTION SUMMARY· Field based position that works at customer sites to ensure customer satisfaction by providing installation, preventative maintenance, diagnostic & repair, and validation services that keeps equipment operating safely and reliably. Provides generalist level support to one or more Thermo product lines or applications. Actively promotes service offerings, new products, and upgrades. KEY RESPONSIBILITIES Customer Support· Ensures customer satisfaction through excellence in repair and support of customers’ products.· Maintains communication with customer to ensure understanding of status, cost, and scheduling of all aspects of the service event.· Provides rapid, courteous, and knowledgeable response to all customers inquires.· Schedules and delivers thorough preventative maintenance service to ensure maximum uptime of customer equipment.· Serves as customer advocate and manages escalation of unresolved customer or technical issues to Management, Service Product Specialists, and Quality.· Provides customer product operation training and technical support to in-house repair technicians as required.· Supports distribution channel and PSP/ASP network through training, joint visits, technical and product support as needed.  Policy and Procedure· Submits accurate and detailed service orders, time sheets, expense reports, quality feedback in a timely manner and maintains records per organizational policy.· Adheres to all corporate and service division policies regarding safe work practices and service vehicle operation. · Provide territory cross-coverage and depot repair support as required. · Supports the Quality System and Quality Policy by following procedures/work instructions and creating records to meet the requirements of the Quality System Regulation and ISO registration.· Assists Accounts Receivable Department in collecting past due invoices.· Maintains spare parts inventory, tools, manuals and test equipment.· Attends new product technical and introduction training, advanced and update training, and regional/national service meetings as required. Services and Product Sales· Actively promotes and sells installations, extended service contracts, preventative maintenance, time & material service, service parts kits and consumables, service training, validation, and wireless monitoring services. · Advises customer of new products and upgrades and passes sales opportunities to account representatives. · Partner with account representative to conduct joint safety inspections and product shows.· Support area trade shows by providing set-up and tear-down support when required. · Keeps up to date on new product introductions, technologies, market changes, competitors’ products and new customer applications   SUCCESS FACTORS Skills and Knowledge· Technical proficiency in instrumentation and electronics· Strong problem solving skills.· Strong verbal and written communication skills.· Demonstrated organizational skills; ability to handle multiple priorities.· Strong inter-personal, self-motivational, & negotiating skills· Excellent communication skills, working across all levels, functions and regions· Basic PC skills Key Competencies and Values· Customer Focus· Problem Solving· Project Management· Soft Selling· Thermo Values Key Business Metrics· Customer Satisfaction· Incremental Service Revenue· Productivity Essential Functions· Ability to lift 75 Lbs without assistance 15% of the time.· Ability to lift and carry 25-30 Lbs continuously throughout the day.· Ability to bend, squat, stretch, and reach on a daily basis in a service function.· Ability to travel overnight at a minimum of 10%.· Maintain a valid drivers license and safe driving record. Experience and Education· Associates Degree in Electronics or equivalent education or experience. · Strong electrical and mechanical background.· Refrigeration Experience preferred.Education: AssociateJob Level: Experienced