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Job ID :
42574BR
Location :
US - California - Remote / Field|US - Florida - Remote / Field|US - Illinois - Remote / Field
:
Job Description
As part of the Unity lab Services organization, the Field Technical Specialist is responsible for providing support for the Service Engineers on the Thermo Fisher Chromatography systems. The ideal candidate will possess technical expertise in LCMS instruments and software, excellent communication, time management and problem solving skills as well as a passion for the art of Chromatography. Travel could be up to 70%. Candidate can be remotely located anywhere in the United States if they live near a major airport.

Assists field service with difficult instrument issues:
  • Uses technical expertise to guide Field Service Engineers (FSEs) and customers in resolving instrument issues.
  • Maintains communication with FSE and customer to ensure- understanding of status of a service event that they have become a party to.
  • Provides courteous and knowledgeable response to technical issues, meeting commitments in a timely manner.
  • Serves as a customer advocate and ensures that technical issues are resolved in a timely manner.
  • Manages escalation of unresolved technical issues to higher level support.
  • Becomes part of the escalation process from time of initial escalation until the closure of the escalated situation.
  • Adheres to Thermo Fisher Scientific protocols, consistencies, procedures.
  • Obtains and Maintains Medical Device Certification as it relates to the product lines they support.

    Mentors Area FSEs:

  • Is an expert on LCMS and keeps current on the product line by frequent interaction with the product line specialists and commercial application teams.
  • Integrates the knowledge gained from field issues into the factory and field service knowledge repositories.
  • Keeps management apprised of service issues. Provides feedback on processes and procedures surrounding the product.
  • In addition to mentoring FSEs, serves as a source of technical product knowledge and provides supervision as required in the course of this duty.

    Manages Internal Processes:

  • Enters various types of data (i.e. service log, procedural information, knowledge retention, etc.) into computer system. ).
  • Supports the Quality System and Quality Policy by enforcing procedures/work instructions and creating records to meet the requirements of the Quality Systems.
  • Supports the entire instrument and maintains the process fidelity of supporting Medical Devices in the course of their work.
*IND-AIG



Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does 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.
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