**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
**Position Summary**:
The Field Service Engineer is an exceptional opportunity to join our world-class team at Thermo Fisher Scientific Inc. in Basque Country, Spain. As a Field Service Engineer, you will play a crucial role in delivering flawless service and support to our laboratory customers. You will be responsible for installation, preventive maintenance, repair, and qualification of our (Phadia) instrumentation product portfolio. Additionally, you will provide training to end-users on our range of instrumentation and offer remote and on-site support to customers and colleagues. Your expertise and dedication will contribute to our customers' success and help drive our mission of making the world healthier, cleaner, and safer.
**Essential Job Functions and Accountabilities**:
- Deliver high-quality and efficient service and support to our laboratory customers, including installation, preventive maintenance, repair, and qualification of our (Phadia) instrumentation product portfolio.
- Provide effective support to our users both remotely and face-to-face within agreed timeframes.
- Diagnose system failures using your knowledge, remote support tools, and log file analysis to determine the most effective resolution.
- Deliver Basic, Advanced, and Refresher training courses to end-users on our range of instrumentation at the customer laboratory.
- Provide support to the technical hotline when not attending customer sites.
- Plan and implement instrumentation, including installation, scheduled preventive maintenance, qualification, relocations, and hardware/software upgrades.
- Provide remote and on-site support for customers and colleagues outside of the local region, as required.
- Liaise with LIMS providers and customer IT personnel to establish connections to Phadia laboratory systems.
- Maintain customer relationships and collaborate with the relevant sales account manager to ensure customer needs are met.
- Complete service reports in CRM accurately and return them to the customer in a timely manner.
- Maintain a high level of product knowledge on instruments and assays to enable customer success and share expertise with internal and external customers.
- Support laboratory sales colleagues in developing business opportunities within their regions.
- Maintain accurate records of spare parts usage, ensuring cost-effective management.
- Act as the 'voice of the customer' by providing feedback to general product teams on instrument reliability and quality.
- Contribute to the development of training material, support literature, and technical guidance for laboratory customers.
- Ensure compliance with quality and regulatory requirements as well as company policies at all times.
- Participate in continuous improvement initiatives.
- Work diligently towards achieving goals and continuously strive to improve customer satisfaction, aligning with the 4i values of Thermo Fisher Scientific.
**Internal Networking/Key relationships**:
Internal: Service, Sales, Tender, and Marketing teams
External: National support centers
**Education and Professional Experience Qualifications**:
- Minimum 4 years of experience in servicing/repair of analytical equipment, ideally laboratory/hospital equipment or medical devices
- Good knowledge of the hospital landscape in the assigned region
- Ability and willingness to travel, mainly in North Spain (Basque Country, La Rioja, Cantabria, Asturias, Navarra and Leon)
- Knowledge of IT tools (Office, Outlook, etc.) and network connection
- Valid driving license
**Skills & Capabilities Professional Experience Qualifications**:
- Residence in Bilbao, Vitoria, Santander area or willingness to relocate.
- We are in search of a proactive and positive individual who thrives in a team environment and is motivated to solve problems.
- Ability to thrive in a fast-paced environment
- A dedication to putting customers first, striving to deliver exceptional service
- Excellent communication (oral and written) and interpersonal skills
- Strong focus on priorities and exceptional organizational skills
- Proactive and able to effectively multitask
- Good knowledge of oral and written English. Euskera would be a plus
At Thermo Fisher Scientific, we believe that each individual has a unique story to tell. Join our ambitious team and become part of our world-class organization, dedicated to enabling our customers to make the world healthier, cleaner, and safer.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer. We value diversity and do 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.