Job Description
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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 and OFI systems workflows that provide images and answers in the micro-, nano-scales and OFI workflows.
Combining hardware and software expertise in electron, ion, and light microscopy with deep application knowledge in the materials science, life sciences, 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
- 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 you will make an impact:
The Field Service Engineer II 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. Engineers investigate and improve operational quality of system equipment; Scanning Electron Microscopy (SEM), OFI Systems; instruct customers in the operation and maintenance of the system; serve 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.
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, employee assistance program and more!
What you will do:
- Conduct on-site installation of complex equipment and follow testing procedures to ensure proper 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
- Complete and submit field service reports on assigned tools
- Perform Preventive Maintenance tasks
- Partner with colleagues to acquire technical guidance needed to problem-solve systems solutions
- Provide training for customers and users on system maintenance
- Provide feedback to product quality teams
- Provide appropriate input in writing updating and correcting various Thermo Fisher system documentation
- Provide guidance for various reports including identifying and isolating unique problems with system
- Act as a subject expert and resource for training
- Align with application scientists to collaborate on outstanding solutions to meet our users challenges
- Must maintain Thermo Fisher Scientifics’ Four-I Values.
How you will get here:
Education
University degree/Bachelor degree in electronics, physics, engineering, computer science or similar field preferred; or 2-5 years of equivalent combination of education, skills and experience
Experience
4-5 years’ Experience:
- Operating, troubleshooting, repairing and calibrating complex analysis tools such as SEM, Prober, OFI or similar systems is a plus but not required.
- Experience with Ultra High Vacuum (UHV), OFI systems a plus but not required.
- Experience operating O-scopes, digital voltmeter and logical problem solving.
Competencies
- 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 troubleshoot 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
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 find opportunities that need to be addressed
Knowledge, Skills, Abilities
- Required to read, write, and speak English fluently.
- Demonstrated ability to work under pressure, with a consistent record to make decisions with minimal direct supervision.
- Demonstrated ability to be detail oriented, problem solver, promote team environment.
- Demonstrated ability to display a high level of confidentiality for both customer and Thermo Fisher Scientific.
- Literate in Windows software environments
- Must have a thorough understanding and extensive experience solving and repairing ultra-high vacuum and high voltage systems.
- Ability to read and interpret schematics
- Ability to partner effectively with customers
- Strong Interpersonal communication, teamwork/building, time management, organizational, problem solving and customer service skills
- Proven ability to troubleshooting complex systems and subsystems down to component level
- Familiar with UHV phenomenon and technology
- Must be willing to travel 25-50% of the time. Often on short notice, to customer sites to resolve problems or support other field service personnel
- Must possess a valid driver’s license and passport and travel regionally and internationally as the need arises.
- Requires 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.
- 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.
