Engineer ii, field service

Job Description
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 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-, nanoscales 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.
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 solving 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's 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, solving, 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- solve problems precisely, timely and efficiently
Fix with Precision: Follow safe, methodical processes to isolate and resolve problems
Follows SOPs and standard processes to solve 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 time fix 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 solving 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.
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #Start Your Story at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
Apply today
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Benefits:
We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.
EEO/Reasonable Accommodation:
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.#J-18808-Ljbffr