Field Service Engineer

Remote / Field, CA
September 21 2017
Position Type
Full Time
Job Description

Job Title: Field Service Engineer

Department: Field Service Operations

Reports To: Regional Service Manager or Supervisor


Field based position that works at customer or depot sites to ensure customer

allegiance 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. Refrigeration background

with cascade experience and EPA certified.


Customer Support

  • Ensures customer allegiance 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, productivity data (hours), expense reports, and

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


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


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


Skills and Knowledge

Technical proficiency in instrumentation and electronics

Must have a Refrigeration background and cascade knowledge

Separation products background a plus

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 Allegiance

Incremental Service Revenue


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 driver's license and safe driving record.

Experience and Education

Associates Degree in Electronics or equivalent education or experience.

Strong electrical and mechanical background.

Refrigeration & Cascade Experience

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.

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