Engineer I, Field Service

Summary

Thermo Fisher Scientific develops solutions that support scientific research, healthcare, environmental protection, and food safety. The Engineer I, Field Service installs, maintains, troubleshoots, and repairs laboratory instruments while providing technical support, building customer relationships, and delivering efficient field service within an assigned territory.

Responsibilities

• Perform onsite installation, upgrades, updates, troubleshooting, repairs, and planned preventive maintenance of laboratory instruments
• Deliver an exceptional customer experience by demonstrating integrity, professionalism, technical expertise, fairness, and responsiveness in every interaction
• Build strong, long-term customer relationships by understanding customer needs and delivering effective technical solutions
• Achieve established revenue objectives while meeting customer needs through efficient instrument repair, installation, and preventive maintenance services
• Identify customer service needs and support the sale of service contracts and other service products
• Collaborate with internal partners to resolve customer issues and continuously improve operational processes
• Complete required service documentation accurately and on time, including Cloud for Service (C4S) ticket management, Field Problem Reports (FPR), and Field Service Reports (FSR)
• Follow established spare-parts processes, including ordering, usage, returns, physical inventory counts, and car-stock management
• Implement Qualification & Validation products at customer sites
• Maintain and expand technical competency through product training, staff meetings, and ongoing education related to new instruments, technologies, markets, customers, and competitors
• Manage travel expenses responsibly and follow company travel policies and guidelines
• Perform other related duties as assigned
• Lift and move equipment or materials weighing up to 40 lbs
• Stand for extended periods while performing service activities
• Work safely around chemicals and hazardous materials in accordance with established safety procedures
• Work overtime and flexible shifts when required to meet customer and business needs

Skills

• **Bachelor's degree** in engineering, biology, chemistry, or a related field
• * 3+ years of experience in a related science, engineering, technical service, and/or customer-facing role
• * Strong troubleshooting and problem-solving skills, with the ability to identify customer needs through effective questioning and provide appropriate solutions
• * Ability to exercise sound judgment, prioritize work independently, and determine next steps to ensure efficient service delivery
• * High degree of autonomy, initiative, and self-motivation with limited supervision
• * Strong interpersonal and communication skills with a collaborative, team-oriented approach
• * Ability to adapt quickly to changing technologies, processes, and methodologies
• * Commitment to delivering high-quality customer service and maintaining strong customer relationships
• This is a field-based position requiring **frequent travel to customer locations, approximately 25–75% of working time**, depending on territory and business needs
• * Lift and move equipment or materials weighing up to 40 lbs
• * Stand for extended periods while performing service activities
• * Work safely around chemicals and hazardous materials in accordance with established safety procedures
• * Work overtime and flexible shifts when required to meet customer and business needs
• * Experience working in clinical, diagnostics, laboratory, and/or other regulated environments
• * Familiarity with industry standards, quality requirements, and regulated processes
• * Ability to quickly learn and effectively use IT systems and digital tools that support field service operations
• * Experience with related product applications and an understanding of customer assays and technical requirements

Qualifications

Must Haves

• **Bachelor's degree** in engineering, biology, chemistry, or a related field
• * 3+ years of experience in a related science, engineering, technical service, and/or customer-facing role
• * Strong troubleshooting and problem-solving skills, with the ability to identify customer needs through effective questioning and provide appropriate solutions
• * Ability to exercise sound judgment, prioritize work independently, and determine next steps to ensure efficient service delivery
• * High degree of autonomy, initiative, and self-motivation with limited supervision
• * Strong interpersonal and communication skills with a collaborative, team-oriented approach
• * Ability to adapt quickly to changing technologies, processes, and methodologies
• * Commitment to delivering high-quality customer service and maintaining strong customer relationships
• This is a field-based position requiring **frequent travel to customer locations, approximately 25–75% of working time**, depending on territory and business needs
• * Lift and move equipment or materials weighing up to 40 lbs
• * Stand for extended periods while performing service activities
• * Work safely around chemicals and hazardous materials in accordance with established safety procedures
• * Work overtime and flexible shifts when required to meet customer and business needs

Nice to Haves

• * Experience working in clinical, diagnostics, laboratory, and/or other regulated environments
• * Familiarity with industry standards, quality requirements, and regulated processes
• * Ability to quickly learn and effectively use IT systems and digital tools that support field service operations
• * Experience with related product applications and an understanding of customer assays and technical requirements

Benefits

• Variable annual bonus based on company, team, and/or individual performance results in accordance with company policy
• 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
• Short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as the 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
• Work from a home office
• Product training, staff meetings, and ongoing education related to new instruments, technologies, markets, customers, and competitors