Field Applications/Field Service Specialist - Laboratory Instrumentation

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards

Job Description

Position Summary:

The Applications Specialists and Field Service Engineers at Thermo Fisher Scientific, ImmunoDiagnostics play an integral role in enhancing the customer experience. They are responsible for providing valuable education and guidance to our customers regarding our laboratory solutions as well as servicing the equipment.

The primary focus of the role is to support clinical laboratory customers by resolving technical issues, servicing the equipment, handling complaints, and offering training and guidance on standard processes and efficient workflows for Phadia laboratory systems. This ensures that our customers are equipped with the knowledge and tools necessary to optimize their laboratory processes.

By applying their expertise and knowledge, our Applications Specialists and Field Service Engineers contribute to the overall success of our customers and help them achieve their goals in the field of diagnostics.

Key Responsibilities:

• Delivering training courses: Be responsible for conducting training sessions for end-users on our range of instrumentation, products, and services. Collaborate with the sales, service, and marketing teams to understand and qualify our customers' training requirements.
• Providing technical support and troubleshooting: Assist customers in resolving technical issues and troubleshooting problems they may encounter. This may involve remote support or visiting customers on-site to address their concerns promptly and professionally.
• Handling customer complaints: Be responsible for supporting and resolving reagent and system-based customer complaints. This will involve investigating and resolving issues in a timely manner, ensuring customer satisfaction.
• Enable customers to work more efficiently through workflow analysis, solution design, and standard process implementation. By identifying areas for improvement and opportunities to optimize operations, we help drive business success. Also contribute to ongoing improvement initiatives to enhance processes and overall performance.
• Participation in the Customer Excellence Centre, as required. Enabling prompt support for customer issues.
• Present technical information at User Group Meetings, Customer Insight Days, and other company-led events. Actively engage in service and commercial meetings as required to contribute to the overall success of the team.
• Performing instrument validation and qualification: If necessary, perform instrument qualification and dilution qualification assay runs on the Phadia instrumentation range. This ensures that our instruments meet the required standards.
• Collaborating with global and local teams: Work closely with our Global Centre’s of Excellence and local colleagues to address and resolve technical issues. This collaboration is essential in providing comprehensive support to customers.
• Accurately and promptly complete service reports, maintain customer training logs, and record customer complaints in CRM systems. This ensures organized documentation, efficient analysis, and effective resolution of customer-related matters.
• Ensure compliance with quality, regulatory requirements, and company policies. Prioritize customer satisfaction and strive to achieve goals and objectives. Embody Thermo Fisher Scientific's core values of integrity, intensity, innovation, and involvement.
• Continuously enhance product knowledge on instruments and assays, enabling effective support and sharing expertise with both internal and external customers
• Attend customer laboratories for routine Preventive Maintenance´s, repair visits, installations, and service meetings as and when required.
• Undertake fixing, support, and repair within the agreed timeframes and at all times ensuring that customers are kept up to date with the progress.
• Update instruments placed at customer laboratories with software and middleware upgrades as required.
• Provide feedback to global product teams on instrument reliability and quality.
• Input into the development of training material, support literature and technical guidance for external and internal customers.

Overall, your role is critical in ensuring customer satisfaction, providing technical expertise, servicing equipment, and delivering effective training to enhance the value our customers derive from our products and services.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all the duties and responsibilities associated with it.

Minimum Requirements/Qualifications:

Essential

• A relevant qualification in Life Sciences or related subject and/or relevant experience gained within a clinical laboratory or similar.
• Background in electronics / biotechnology / medical devices / engineering or related
• Strong technical proficiency and problem-solving skills.
• Good organisational skills and the ability to prioritize.
• Willingness to travel up to 80% including some international travel.
• Fluency in English (both written and verbal).
• Valid Driving License
• Customer-focused with strong communication skills (written and verbal) and ability to build relationships with customers.
• Can-do attitude with the flexibility to manage competing priorities.
• Attention to detail in all aspects of the role.

Desirable

• Previous experience in an Applications, Service Engineering or a Technical/Customer Support role is highly desirable.
• Previous experience in servicing analytical equipment or equivalent technical experience.
• Experience in a training or mentoring role would be advantageous