Engineer III, Field Service

Job Description

Position Summary: 

This position will support our customers, creating the best possible customer experience through technical support, installation, operator training and repair of Web & Metal gauging equipment. It will support our growing base across ANZ and APJ. This position has key responsibilities to ensure customer satisfaction and internal development of new engineers.

Key Responsibilities:
On-site service work:
•    Carry out quality technical and professional on-site installation and commissioning (I&C) of Thermo Scientific equipment which includes training the customer in the correct and safe operation and maintenance of the equipment.
•    Cover any of the product lines commercialized in the APJ region by the CAD division. 
•    Provide onsite scheduled preventative maintenance and repairs of Thermo Fisher’s equipment and attend to emergency breakdown visits as required. Provide ongoing customer training and technical support both in person and remotely.
•    Complete site visit reports (service and commissioning) within time frames as laid down in the relevant work instructions, and or Customer requirements. Ensure all agreed action points are followed up.
•    Handling of radioisotopes & X-rays as required.
•    Perform Work in accordance with all relevant certification procedures and regulatory requirements.
•    Be available to travel to sites at short notice, shift work, and during  weekends and holidays if required.

Office service work: 
•    Carry out service and support for existing clients via telephone, email and remote computer login for solving, performance checks, etc.
•    Ensure that customers  receive first class remote service and support in line with service agreements.
•    Record and logging of customer support interactions in SFDC and inviting customers to complete a survey.
•    Be available to assist with after-hours work, roster coverage 24/7, on-call weekends if required.

Subject Expert:
•    Act as a subject expert and resource for training.as required
•    Provide On-The-Job training and on-site mentoring of other Field Seraisedrvice Engineers in any of the product lines. Assist on training and mentoring on channel partners programs as required.
•    Assist in resolving complex issues in any of the product lines raised by other engineers at a local, regional and global coverage.
•    Follow up of technical issue processes and attend critical issue meetings to ensure timely and efficient resolution of difficult problems. 
•    Drive product quality and reliability improvements by providing feedback to product quality teams. Follow up on solutions and involvement in the testing. Provide feedback on new product developments based on field experience and performance of previous solutions.
•    Update and revise various system documentation in accordance with quality procedures. 
•    Develop and maintain exceptional technical and product knowledge through extensive product training and procedures, experience and working on the most challenging assignments.

Product Champion 
•    Handle the life cycle of customer assets.
•    Total ownership of a group of customer accounts. Become the reference contact person for all customer’s issues.
•    Regular review through SFDC. Follow up on PSA completion, scheduling, recommendation on parts for trouble free operation. Assist on early PSA renewals and expansion.
•    Assist on information required for quotes. Assist on completion of site requirement access and paperwork. 
•    Work in close association with the quality & product support team on RCCM on the recent issues. Product improvement suggestions.
•    Optimization of equipment onsite for better performance 
•    Supply to operational and strategic business plans by advising on contract requirements, installations and overseeing equipment commissioning and maintenance schedules. 
•    Actively seek out new opportunities to grow service and sales revenue to meet and exceeded regional budgets. 
•    Work closely with Commercial and Marketing teams to ensure that customer needs are met, and Company products are positioned correctly and effectively supported in the market.
•    Any other duties as may be reasonably required from time to time by senior management.

Customer satisfaction:
•    Develop and maintain a service driven customer focus by staying in constant contact with customers and listening to the customer so as to maintain and improve customer satisfaction levels and drive business opportunities.
•    Earn and maintain customer loyalty and respect by:
-increasing your customer awareness.
-providing effective and professional assistance to your customers.
-forming enduring and believing relationships with your customers.
-being the foremost and single point of contact for your customer whenever practical.
-recognizing your customers’ needs and showing you care.
-being accountable to your customer.
-providing customer details for upload to Customer Allegiance Score (CAS) Program.

Product management and Improvement:
•    Drive continuous improvement by feeding back product performance and customer perceptions of our products and services (including documentation) to the company.
•    Use Lean PPI, phase gate and other company processes to drive continual improvement.
•    Provide feedback to product improvement, design and documentation.
•    Maintain product manuals and recommended spares kits by reviewing and submitting up-dates where necessary.

Aftermarket business:
•    Work with the aftermarket department to recognize and promote spares, equipment upgrades, Product Support Agreements, and other aftermarket products to existing customers.
•    Assist with remote site spares inventory management, including branch offices and certain customers.
•    Participate in the preparation, organizing and carrying out of training courses for customers.

Frequent Contacts:

Internal:  local management, Service Operations, Service Sales and Commercial teams, Regional and International service support teams.

External:  Customer base – operators, technicians, laboratory managers, operations managers, supervisors and quality managers.

Minimum Requirements/Qualifications: 

Qualifications & Experience
•    Tertiary qualification or Bachelor’s degree, preferably in Electronic, Mechanical or Mechatronic engineering or a combination of education and experience that demonstrate the required skills.
•    Minimum 6 years of relevant professional experience in Field Service Engineering in any or few of the product lines commercialized in the APJ region by the CAD division is required.
•    Ability to handle multiple assignments simultaneously, set priorities and consistently meet deadlines.
•    Strong organizational, analytical, process and communication skills.
•    Process oriented, committed to continuous improvements.
•    Ability to work collaboratively with all levels of the organization.
•    Exceptional verbal and written communication skills
•    Travel, often on short notice, to customer sites to resolve problems or support other field service personnel.
•    Ability to travel internationally and obtain a valid passport.

Skills & Attributes
•    Proficient in Microsoft applications including Microsoft office.
•    Strong analytical skills.
•    Organizational skills with an ability to prioritize manage time effectively and meet agreed deadlines.
•    Effective interpersonal, communication and listening skills.
•    A dedication and commitment towards displaying a professional and positive attitude to work.
•    An ability to think strategically and laterally in order to maximize business opportunities.
•    An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.
•    Ability to create and develop meaningful and beneficial partnerships with our customers, suppliers and peers. 

Accountabilities
Environment, Health & Safety
•    Prevents accidents by taking personal responsibility for yourself, and any direct reports ensuring that no action or inaction causes harm to any other person or the environment.
•    Conducts proactive hazard identification by notifying EHS, Supervisor / Manager immediately when any conditions or practices may cause personal harm or environmental / property damage.
•    Observes all safety rules, including those in documented procedures, which are established to maintain safe work practices. Uses personal protective equipment (PPE) when the need is identified as part of the hazard management system.
•    Reports any accidents/incidents, (including gradual process injuries) and near misses as soon as possible to EHS, Supervisor / Manager. Recording the event either electronically or in Accident Registers.
Quality
•    Carries out tasks in compliance with the agreed procedure to assist the company in meeting its quality objectives.
•    Participates effectively in quality improvement program and promotes co-operative effort between all departments and internal customers.
•    Reports all quality issues to Supervisor / Manager as soon as possible.

Other Job Requirements:

Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment.
Adhere to the Chain of Responsibility obligations under the Japanese Vehicle National Law.

Your position may require you to participate in on call work. If you are on call, you are required to be available for immediate return to work outside of your normal and regular work pattern. Should this be a requirement of your position, you will be remunerated per the Company’s policy. 

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 125,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

• This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.