Lead Customer Care Engineer

Lead Customer Care Engineer

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards

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.

DESCRIPTION:
As a Field Service Engineer II at Thermo Fisher Scientific, you'll contribute to delivering excellent service for sophisticated analytical and scientific instruments. Working with customers across research, industrial, and healthcare settings, you'll install, maintain, troubleshoot, and repair complex equipment while providing exceptional customer service. This position offers opportunities to work with advanced technology while contributing to scientific advancement and innovation.

REQUIREMENTS:
• Engineering Graduate or MSc Chemistry with hands-on technical experience installing, troubleshooting and repairing of LCMS & HPLC instruments.
• Preferred Fields of Study: Electronics, Engineering, Chemistry, or related technical field.
• Additional relevant certifications are advantageous.

• Prior Experience in working in Compliance environment & Enterprise network based customers on Chromeleon or similar softwares.
• Strong electronics and mechanical troubleshooting skills with ability to diagnose issues.

• Complete and submit field service reports.

• Provide training for customers and users on system maintenance Provide feedback to product quality teams.

• Provide feedback for various reports including identifying and isolating outstanding problems with system.

• Must have strong interpersonal and effective communication skills.

• Work independently and as part of a group, to accomplish individual and team objectives as well as resolve routine customer concerns.
• Experience with high vacuum systems and high voltage equipment preferred.

• Ability to work on extended work hours & on Weekends & holidays based upon customer urgency & Business requirements.
• Excellent customer service and communication skills, both written and verbal.
• Strong organizational and time management capabilities.
• Proficiency with Microsoft Office suite and service management software.
• Ability to read and interpret technical documentation and schematics.
• Valid driver's license and ability to travel up to 50-75% within assigned territory.
• Physical ability to lift approx 25 lbs and work in various laboratory environments.
• Proficiency in English required; additional languages beneficial.
• Strong problem-solving abilities and capacity to work independently.
• Adherence to safety protocols and quality standards
• Ability to respond to customer needs with short notice
• Ability to effectively train and support customers on equipment operation
• Experience documenting service activities and preparing detailed reports.
• Demonstrated success in meeting customer satisfaction goals.

Experience Level

Senior Level