Service Engineer

1 month ago


Hangzhou, Zhejiang, China Thermo Fisher Scientific Full time

The Technical Field Specialist (TFS) is responsible for executing customer installations, repairs, and preventive maintenance (PM) on a diverse range of instruments within the designated region. The TFS engages positively with clients to troubleshoot technical issues and pinpoint opportunities for enhancing their operations.

Daily Responsibilities:

Conducts on-site installation of instruments, including upgrades, repairs, updates, and routine maintenance. Demonstrates integrity, understanding, tact, fairness, and technical expertise in all client interactions. Meets defined revenue goals while ensuring customer satisfaction through instrument repairs, installations, and PM services. Proactively engages clients to propose and finalize service contracts and additional service offerings. Collaborates with internal teams to address customer concerns and streamline processes. Adheres to all reporting obligations related to Remote Service Dispatch (RSD), Field Problem Report (FPR), and Field Service Report (FSR) submissions. Complies with policies regarding the management of spare parts, including ordering, usage, returns, physical inventory, and vehicle stock management. Implements Qualification & Validation Products at client locations. Maintains technical proficiency for servicing new instruments by participating in training sessions, staff meetings, and staying informed about new products, market trends, clients, and competitors.

Keys to Success:

Education

Bachelor’s degree in engineering, biology, chemistry, or a related discipline. Equivalent professional experience and knowledge may be considered.

Experience

Minimum of 3 years of relevant experience in scientific, engineering, and/or customer service roles.

Knowledge, Skills, Abilities

Demonstrated ability to effectively question and identify client needs. Self-motivated and capable of positively influencing team dynamics. Adapts swiftly to change, providing positive and constructive feedback.

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