Field Service Engineer I (Lab Equipment) Onsite

Service Engineer

Unity Lab Services (ULS), a part of Thermo Fisher Scientific, provides integrated solutions, instrument, and enterprise services to our customers. The Service Engineer is responsible for managing all aspects of service support and customer relationship management. The successful candidate will perform instrument repairs on equipment, installation and preventative maintenance. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific in customer laboratories, and be eager to drive growth. Our engineers have the opportunity to advance their skillset training and working on increasingly complex lab equipment.

How you will make an impact:

You will provide onsite technical service support for laboratory equipment at our customer location in Cambridge, MA.

What you will do:

• Perform onsite repair, maintenance, and troubleshooting desktop laboratory equipment in the CAT I designation (Centrifuge, shaker, incubator, plate washer, etc.)
• Perform instrument repairs on additional assets as needed by the customer
• Act as a Thermo Fisher Scientific advocate in all capacities in customer laboratories
• Effectively communicate with customer as well as other Service Engineers
• Represent Unity Lab Services in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal
• Respond to customer service requests through customers service scheduling software (CMMS data system)
• Promptly acknowledge receipt and contact the end user to schedule services, ensuring that the schedule meets the customer's needs and entitlements
• Communicate schedule of services to Customer Administration and Supervisor
• Prioritize and multitask the workload and customer requirements onsite as designated by the manager or lead
• Seek assistance from peers when unable to quickly meet the customer's expectations
• Close out service activities utilizing administration tools for accurate record keeping, including documenting service calls daily upon completion
• Maintain company assets (tools, inventory, laptop computer, etc.) in good and working condition
• Other miscellaneous duties as assigned

Minimum Requirements:

• High school diploma/equivalent required
• BS degree in Life Sciences, Electronics, or equivalent experience preferred
• Ability to diagnose and resolve problems on sophisticated electro-mechanical instrumentation in a commercial scientific laboratory environment
• Maintenance and troubleshooting of laboratory instrumentation preferred; ability to work on a wide range of equipment – incubators, centrifuges, freezers experience all a plus
• Strong interpersonal skills, working with people: customer skills, and ability to communicate effectively with a wide variety of people
• Proficiency in service administrative and business functions
• Competency for installations, relocations, calibrations, preventive maintenance and troubleshooting/repair, technical support
• Ability to read, interpret and analyze component layout drawings, assembly drawings, wiring and labeling diagrams
• Ability to prioritize the demands of the job (repair calls, preventative maintenance, installations) and establish realistic schedules to meet requirements
• Independently resolve routine customer satisfaction problems, as well as ability to work as part of a group, to accomplish individual and team objectives

Physical Requirements:

• Ability to safely lift 50 lbs with assistance on occasion
• Ability to safely lift and carry 25-30 lbs continuously throughout the day on occasion
• Ability to bend, squat, stretch, and reach on a daily basis in a service function
• Regular and reliable attendance

Working Conditions:

• Required to work independently within a customer location
• Extensive walking/standing may be required for 75-85% of the day
• May pass through areas where chemical based products may be in use
• Must possess motor skills appropriate to the task
• Must be able to safely lift, push and pull 30-40 pounds consistently; may be required to lift 50 lbs with assistance
• May be able to use material handling equipment such as push carts and pallet jacks
• Depending on the hazard, appropriate personal protective equipment may be worn (example: lab coats, coveralls, hood, face shield, respirator, hairnets, steel-toed shoes and/or safety gloves)
• Must be able to work on site at customer location Monday – Friday

Compensation and Benefits:

The hourly pay range estimated for this position based in Massachusetts is $25.60–$38.40.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount