at Thermo Fisher Scientific in Chicago, Illinois, United States
Job Description
Work Schedule
Other
Environmental Conditions
Office
Job Description
When you’re part of Thermo Fisher Scientific, you’ll do daring work, and join 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 chances to create significant contributions to the world.
Location/Division Specific Information
The Materials and Structural Analysis (MSD) Electron Microscopy (EM) business enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase productivity, and ultimately change the world. The MSD EM business designs, manufactures, and supports the broadest range of high-performance microscopy workflow solutions that provide images and answers in the micro-, nano-, and picometer scales.
Combining hardware and software expertise in electron, ion, and light microscopy technologies with deep application knowledge in the materials science, life sciences, semiconductor, electronics, and natural resources markets, the worldwide Electron Microscopy employees are dedicated to customers’ pursuit of discovery and resolution to global challenges.
How you will make an impact:
The Field Service Engineer for the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific is responsible for performing the on-site installation, servicing and repair of complex equipment and systems.
The Field Service Engineer III for the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific is responsible for performing the on-site installation, servicing and repair of complex equipment and systems. Engineers investigate and improve operational quality of system equipment; Transmission Electron Microscopy (TEM), Scanning Electron Microscopy (SEM), Small/Large Dual Beam (SDB/LDB); instruct customers in the operation and maintenance of the system; serve as company liaison with customer on administrative and technical matters for assigned projects; and conduct on-site installations of the full range of Thermo Fisher Scientific electron microscopy systems and their associated options. This role provides the opportunity to grow within Field Services and across the Thermo Fisher organization. You will be eligible for transportation support, company phone, company laptop as well as other company benefits that include bonus, 401k, healthcare, employee assistance program and more!
What you will do:
+ As the primary regional field service engineer, ensure customer needs are met applying appropriate resources
+ Conduct on-site installation of sophisticated equipment and follow testing procedures to ensure proper working order
+ Conduct on-site scheduled planned maintenance visits
+ Provide troubleshooting and repair support for customers and other field service personnel
+ Cultivate and develop positive working relationships with customers, system users and company personnel
+ Successfully complete technical training, as required; identify and successfully complete specialist training based on microscopes in the region
+ Proactively seek out additional learning opportunities both inside and outside of the region
+ Work informally with an applications engineer or attend an applications course to gain sophisticated knowledge
+ Travel, often on short notice, to customer sites to resolve problems or support other field service personnel
+ Complete and submit field service reports
+ Be able to perform Preventative Maintenance on assigned tools
+ Partner with colleagues to acquire technical guidance needed to problem-solve systems solutions
+ Provide training for customers and users on system maintenance
+ Make yourself available to train and mentor new field service engineers
+ Provide feedback to product quality teams
+ Provide appropriate input in writing updating and correcting various Thermo Fisher system documentation
+ Provide recommendations for various reports including identifying and isolating unique problems with system
+ Act as a subject expert and resource for training
+ Must maintain Thermo Fisher Scientifics’ 4i Values.
How you will get here:
Education:
+ High School Diploma (required)
+ Bachelors Degree in electronics, physics, engineering, computer science or similar field preferred
Experience
+ 5 years’ Experience:Operating, troubleshooting, repairing and calibrating complex analysis tools such as SEM, TEM, FIB, Prober or similar systems is a plus but not required.
+ Experience with Ultra High Vacuum (UHV) a plus but not required.
+ Experience operating O-scopes, digital voltmeter and logical problem solving.
Competencies
Demonstrate Technical Knowledge- Become an expert on how our ever-expanding line of products is used, serviced, and positioned in the marketplace
+ Demonstrate Product Knowledge: Describe products and product lines, their positioning in the marketplace, and the needs they meet
+ Describes product portfolio characteristics
+ Identifies and describes competitors at a high level
+ Scale the Technology: Gain proficiency in installing, servicing and maintaining increasingly complex scientific instruments
+ Performs routine maintenance and basic repairs on a small number of noncomplex instruments
+ Resolves majority of calls on first visit, applying appropriate resources
Solve Tough Problems- Troubleshoot and solve problems precisely, timely and efficiently
+ Troubleshoot with Precision: Follow safe, methodical processes to isolate and resolve problems
+ Follows SOPs and standard processes to solve problems
+ Identifies problems too complex to solve independently and seeks help
+ Solve Problems Remotely: Remotely gather information and take action to resolve issues
+ Uses standard tools to remotely gather information on instrument status
+ Effectively gathers and documents key information about the problem from customer
Impress the customer- Provide the highest level of proactive service to every customer, regardless of the circumstance
+ Communicate Effectively: Foster clear, fact-based conversations with customers
+ Proactively seeks to communicate with customers when onsite
+ Actively and attentively listens to customers
+ Takes ownership for relationship with customer and internal partners
Make Valuable Contributions by Consulting: Proactively advise customers of solutions and standard processes
+ Provides basic information on Thermo Fisher Scientific to customers as requested
Manage Difficult Situations: Demonstrate empathy and professionalism while resolving customer issues
+ Maintains a positive attitude in the face of challenges in interactions with customers
Asks for assistance from supervisor or peers when unsure with how to handle a difficult customer situation
Drive for Results- Take the initiative to follow processes and to focus on results, without waiting to be asked
+ Respect for Process: Follow standard processes and implement processes where none exist
+ Understands and follows key processes relevant to role
+ Aware of SOPs and asks questions as appropriate
+ Drive to Solutions: Demonstrate resilience and focus in resolving issues and meeting goals
+ Provides a first timefix when possible, applying appropriate resources
+ Involves others quickly when needed to solve a problem
+ Demonstrate Initiative: Identify what needs to be done and do it without waiting to be asked
+ Takes ownership of important issues within job scope without being asked
+ Asks questions to find opportunities that need to be addressed
Knowledge, Skills, Abilities
+ Must be willing to travel 50%-75% of t
