Engineer III, Remote Service

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Business Job title: Remote Service Engineer

Job Profile Title: Engineer II, Field Service

Reports To: Remote Service Manager, EMEA

Group/Division: EM Service / Materials and Structural Analysis Division (MSD) / AIG

Career Band: 5

Career Track: Professional

Position Location: Remote

Number of Direct Reports: 0

When you’re part of Thermo Fisher Scientific, you’ll do rewarding work, and be part of 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 opportunities to make significant contributions to the world.

Location/Division Specific Information

The Materials and Structural Analysis Electron Microscopy (EM) business enables customers to find meaningful answers to questions that accelerate breakthrough discoveries and ultimately change the world! The EM business designs, manufactures, and supports the broadest range of high-performance microscopy 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 team are dedicated to customers’ pursuit of discovery and resolution of global challenges.

Position Summary

Passionate about providing excellent customer service?

Want to work in a fast-paced environment where you can apply your technical knowledge and skills?

The Remote Service Engineer is responsible for providing high quality technical support to customers on a range of issues across multiple product lines. With multiple digital tools at their disposal, they provide real-time problem solving, diagnosis and resolution of instrument issues remotely.

Key Responsibilities

• Provide 1st line remote customer technical support.
• Collaborate with multidisciplinary teams to acquire technical guidance needed in problem-solving system solutions.
• Handle service requests, administrative responsibilities, customer relationships and experience.
• Provide training for customers on system maintenance.
• Cultivate positive and professional working relationships with customers and colleagues.
• Complete required training modules focused on developing technical skills, communication, safety and soft skills.
• Provide feedback to product quality teams.
• Maintain Thermo Fisher Scientific Four I Values (Integrity, Intensity, Innovation, and Involvement)
• Travel to support Field Service with on-site activities; meetings and trainings up to 20% per year.

Person Specification

• University degree in electrical, mechanical, system engineering; physics or military engineering.
• 3 – 5 years of combined equivalent education, skills, and experience in electronic system problem diagnosis and solving.
• 3+ years of hands-on technical experience operating, troubleshooting, repairing, and calibrating sophisticated analytical tools such as SEM, SDB, TEM, FIB, Prober or similar instruments.
• Experience with Ultra High Vacuum (UHV).
• Experience with o-scopes, digital voltmeter, and logical problem solving.

Knowledge, Skills, Abilities

• Ability to operate and make decisions with minimal direct supervision.
• Ability to display a high level of confidentiality for both the customer and Thermo Fisher Scientific.
• Ability to read and interpret mechanical and electrical schematics.
• Proven track record diagnosing problems on sophisticated instrumentation.
• Ability to produce clear and concise communications and documentation.
• Strong interpersonal communication, time management, organisational, and customer service skills.
• A professional working proficiency in English.
• Ability to positively interact with customers in person, via phone, chat/messaging, and e-mail.
• Must have ability to obtain a valid passport and travel regionally and internationally as required.
• Must possess a valid driver’s license.
• 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 explain 5 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. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued

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