Field Service Engineer [Remote]

JOB DESCRIPTION

Work Schedule

Environmental Conditions

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. At Thermo Fisher Scientific, each one of our 100,000 plus extraordinary minds has a unique story to tell. Join us and give to our singular mission—enabling our customers to make the world healthier, cleaner and safer.  Our people share a common set of values - Integrity, Intensity, Innovation, and Involvement. We work together to accelerate research, tackle sophisticated analytical challenges, improve patient diagnostics, drive innovation, and increase laboratory efficiency. Each one of us contributes to our unique mission every day!

Location/Division Specific Information

The ImmunoDiagnostics Division (IDD) develops, manufactures, and markets complete blood test systems to support the clinical diagnosis and follow-up of allergy and autoimmune diseases. The allergy and autoimmunity product lines operate on a common automated instrument platform, Phadia Laboratory Systems, which supports both productivity and cost efficiencies in clinical laboratories around the world. This position is remote and located in the Burlington, NC area.

How will you make an impact?

IDD Field Service Engineers (FSEs) provide exceptional on-site service on highly complex and integrated systems within hospitals and commercial reference laboratories in their assigned service territories. This is accomplished through technical expertise, teamwork, and superior customer service.

What will you do?

• Provide onsite service including repairs, preventive maintenance, upgrades, and installation of IDD analyzers.
• Travel, on short notice, to customer sites to resolve reported issues or support other field service personnel.
• Observe and follow Good Documentation Practices (GDPs) and internal policies and processes as required for field service reports and job-related submissions pertaining to spare parts: ordering, usage, returns, physical count, etc.
• Display professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions.
• Collaborate with internal partners to resolve customer issues and improve processes.
• Provide remote and onsite service training or assistance to Biomedical Engineering Technicians (BMET) or advanced operators.
• Increase technical competency level servicing instruments by completing in-person or online training courses.
• Manage travel expenses and follow Thermo Fisher Scientific travel policies and guidelines.
• May be required to perform other related duties as required and/or assigned.

How will you get here?

Education
Possess an associate degree from a Technical or Engineering field in Electronics, Biomedical Engineering, Electrical or similar, or equivalent combination of skills and experience.

Experience

• Experience in related life sciences, biomedical engineering and/or technical customer-facing roles.
• Experience with operating, troubleshooting, repairing, and calibrating complex analyzers or systems.
• Experience in a clinical, diagnostic and/or another regulated environment (CAP, CLIA, FDA) preferred.
• Strong competency on Windows and other software, network knowledge, electrical/electronics, mechanics, chemistry technology; an analytical thinker with good engineering aptitude.

Knowledge, Skills, Abilities

• Exercise judgment in setting work priorities and identifying next steps.
• Able to quickly adapt to change with positive and constructive feedback.
• Work in a fast-paced environment and operate remotely from the main office with minimum supervision.
• Must be able to stand, bend, and/or kneel for up to two hours at a time.
• Able to lift to 75 pounds, push and pull equipment, and carry up to 50 pounds for at least 100 feet.
• Some exposure to biohazards is a possibility during instrument service activities, as these instruments are used in biohazard environments and encounter human bodily fluids. Biohazard training, safety equipment and following SOPs will minimize the exposure.
• Ability to obtain and possess a valid REAL ID driver's license, with a clean Motor Vehicle report.
• Able to drive a vehicle for up to 4-5 hours at a time and be comfortable with commercial air travel.
• Maintain Vendor Credentialing for access to customer locations and instrumentation which may require certain vaccinations and/or medical screening be kept up to date.
• Overtime and last-minute schedule changes may occur to ensure customer satisfaction.
• Ability to travel up to 85% (overnight), often in less than 1 days’ notice via automobile or airplane.
• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment.