Job Title: Field Service Engineer
Internal Job Title: Engineer III, Field Service
Job Family: Field Services (FLS) > Field Service Engineering (FSEN)
Department: Service, Lab Automation
Location: USA – remote
Reports to: Field Service Supervisor
The main focus is the troubleshooting, repair, preventive maintenance and installation of Thermo Laboratory Automation (LAI) products and selected 3rd party equipment at customer sites. A second strong priority is focused on customer relations’ activities intended to generate sales of Thermo LAI Customer Support Services and Service Contracts to customers in this engineer’s area. Also required to perform on-site training relative to system service, maintenance and basic operation of Thermo LAI systems.
Laboratory Automation Product line:
Provides fully automated robotic workflow for Drug Research and Discovery
Provides full range of robotic products for Instrument loading applications, Application Workstations up to fully integrated robotic systems
Automated solutions are implemented at Pharma, Biotech and Academic Research centers
Target applications are primary and secondary screening applications such as High Throughput Screening, High Content Screening and Cell research applications (STEM cells, Pathway Analysis, Genomics, Proteomics and systems biology studies)
Perform on-site troubleshooting, maintenance, repair and installation on all Thermo LAI products and selected 3rd party instrumentation.
Perform on-site training relative to system service, maintenance, and basic operation of Thermo LAI systems.
Answer telephone calls and email from customers with lab system service questions or problems related to software, hardware, or instrumentation.
Build strong customer relationships with the continual focus on promoting the customer’s use of Thermo LAI Customer Support Services and generating sales of Thermo LAI Service Contracts.
Generate quotes for any service parts the customer may require and any service calls if needed.
Prepare contract proposals and related documentation. Initiate, promote and complete the sale of the contract.
Keep track and maintain local spare parts inventory.
Diagnose problems over the phone and/or with the use of PC Anywhere. Where necessary, follow up with on-site work or dispatch third-party service providers for on-site work. Follow up to ensure problems were resolved to the customer’s satisfaction.
Actively monitor the status of contract, warranty and T&M install customers. Track and schedule on-site PM.
Provide a forecast of service activities at the beginning of each month to Team Leader for review.
Ensure that all documentation related to in-house and on-site support activity is completed correctly and submitted on a timely basis. This includes maintenance of electronic files, Field Service Reports, and Service Work Orders, and Quotes.
Perform additional duties or work on projects as deemed necessary
Technology diploma in Mechatronics, Electro-mechanical engineering, Electrical or Mechanical engineering, or other related discipline
Programming courses (or equivalent practical experience)
Minimum 5 years practical experience in field service or troubleshooting software and lab equipment
Working proficiency of Momentum software features and operations is a plus
Mechanically adept with blueprint reading / drawing knowledge
Prior project management experience is a plus
Excellent interpersonal and communication skills
Organization, planning and time management skills
Other Job Requirements:
Must have a valid driver’s license
Must have a valid passport
Must be able to travel at least 75% of time, including regular 3 to 5 days onsite visits
Skills and Knowledge required:
System-level diagnostic skills using inquiries, observations, system schematics & documentation, software tools, and communications / electrical diagnostic aids (break-out box, meters etc.)
Multi-disciplinary technical skills / comfort with software, electrical, and mechanical systems:
Comfortable with computers, serial communications, and software - adept with general use of computers, adept with serial communications cabling and diagnostics, and have at least a rudimentary knowledge of programming languages to be able to read a program and understand the logic.
Comfortable with wiring and pneumatics (schematics, PLCs, power panels).
Comfortable with mechanical systems (CAD drawings, fasteners).
Demonstrated experience with automation, robots, and/or instrumentation.
Achieved System Hardware and Software Integrator skills.
This position is not approved for relocation assistance.