Field Service Representative

Location
Philadelphia, PA
Salary
Competitive
Posted
June 12 2017
Ref
48371BR
Position Type
Full Time
Job Description
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.

Position Summary: Unity Lab Services, a part of Thermo Fisher Scientific, provides a broad portfolio of services to research, production, and clinical customers across all industries. These services include instrument and equipment service, asset management programs, chemical and consumable supply management solutions, and laboratory support services.

This is a 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:
    Performs technical diagnosis of operational problems and repairs/calibrations on wide range of laboratory equipment to ensure that the equipment is operating to the customer's complete satisfaction and manufacture specifications. May include running the necessary experiments and/or coordinate among the in-house and outside experts to reach a resolution.Performs technical evaluations on product changes and on new products, including software verification, collection of performance data, assessment of user friendliness, ease of maintenance, etc. Provide written reports on evaluations.In addition to training end users and distributors, serves as a source of technical product knowledge and trains, as required, other service engineers and provides supervision as required in the course of this duty.Assists with customer training, by preparing instruments and supplies as well as giving presentations.
  • Enters various types of data (i.e. service log, invoicing, knowledge retention, etc.) into computer system
  • Ensures customer satisfaction through excellence in repair and support of customers' products.
  • Maintains communication with customer to ensure understanding of status, cost, and timing of all aspects of the service event.
  • Provides courteous and knowledgeable response to technical issues, meeting commitments in a timely manner.
  • Serves as a customer advocate and ensures that technical issues are resolved in a timely manner
  • Manages escalation of unresolved technical issues to Technical Support
  • Participates in depot repairs via equipment repairs, training, etc. (may be on a rotational basis).
  • 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.
  • Assists in the development of manuals and technical information.
  • Maintains spare parts inventory, tools, manuals and test equipment.
  • Maintains records of all service events per organizational policy.
  • Promotes and sells various types of extended warranty/PM contracts on equipment, user training, and Service Replacement Orders.
  • Advises sales representatives of potential selling opportunities within accounts

Minimum Requirements/Qualifications:
  • Technical School degree in Refrigeration or equivalent experience, with a focus on Ultra-low refrigeration (-80 C) Cast cade.
  • 3 years of related experience. Demonstrated technical proficiency in instrumentation and electronics.Strong problem solving skills.Strong verbal and written communication skills. Bilingual a plus not required.Proficient user of Microsoft Word, Excel and Outlook.
  • Up to 10% domestic travel.
  • Ability to work overtime and/or outside regular business hours, and/or on-call work.
  • Regularly lift and/or carry up to 30 pounds; and occasionally lift and/or carry 75+ pounds.
  • Ability to bend, squat, stretch, and reach on a daily basis in a service function.
  • Maintain a valid driver's license and safe driving record.


Preferred Qualifications:
  • Experience supporting laboratory equipment (may include, but not limited to, centrifuges, incubators, refrigeration, ultra low freezers).

Typical Knowledge, Skills, and Abilities
    Strong problem solving skills.Proficient verbal and written communication skills. Bilingual a plus not required. Demonstrated organizational skills; ability to handle multiple priorities.Strong inter-personal, self-motivational, & negotiating skills.
This position has not been approved for relocation.

At Thermo Fisher Scientific, each one of our 50,000 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. 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.



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.