Field service engineer ii

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

• Able to lift 40 lbs. without assistance
• Adherence to all Good Manufacturing Practices (GMP) Safety Standards
• Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair etc... allowed
• Laboratory Setting
• Loud Noises (Equipment/Machinery)
• Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
• Strong Odors (chemical, lubricants, biological products etc.)
• Will work with hazardous/toxic materials
• Working at heights

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Join our team as a Field Service Engineer II at Thermo Fisher Scientific, where you'll contribute to delivering administrative and technical support to our service operations. In this position, you'll coordinate between field service engineers, customers, and internal teams, ensuring efficient service delivery and customer satisfaction. You'll manage customer relationships, handle service requests within defined SLAs, and maintain accurate customer data in our CRM systems. This role offers opportunities to contribute to process improvements, analyze service performance metrics, and support our mission of enabling customers to make the world healthier, cleaner, and safer.

Key Responsibilities

1. Provide instrument and equipment services, including installation, preventative maintenance, repair, and compliance services.
2. Work closely with other departments to improve customer experience.
3. Leading performance metrics of the team by ensuring timely customer response and problem resolution.
4. Provides up-to-date service reporting on customer activities.
5. Lead commissioning and qualification of equipment by completing Site Acceptance Test (SAT) and Installation/Operational Qualification (IQ/OQ) Protocols.
6. Act as the main point of contact for customers to interact with to support existing and future Service Contract agreements.
7. Developing and maintaining positive relationships with customers in assigned territory.
8. Support product quality improvement by bringing up concerns using the complaint process to raise to the Quality team.
9. Able to lead smaller project installations from coordinating Site Readiness to validation execution, heavy interaction with customer and 3rd party contractor personnel, and supporting the Project Manager to obtain Project Acceptance.
10. Remotely support external customers for resolution as well as remote support for FAS and TSS.

Education/Experience

Associates degree or above, major in computer technology, E/E, Automation, or chemical engineering is required. Minimum of two years of experience in bioprocess automation, electrical engineering, mechanical engineering, and relevant techniques required. Identify, recommend and prioritize improvements to the customer experience, as well as internal process improvements and work with appropriate internal & external partners to implement. Delta V or other control software experience is a plus. Ability to read and redline schematics and drawings is a plus. Customer-facing experience is a plus. Outstanding teammate, who can work with counterparts and customers across the world. Self-motivated, self-starter with strong communication. Thorough knowledge of Microsoft Windows operating systems, PC hardware and desktop application products. Well oral and written English skill. Able and willing to travel extensively.

Compensation and Benefits

The salary range estimated for this position based in Massachusetts is $60,000.00–$85,000.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards