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Job ID :
43477BR
Location :
US - New Jersey - Remote / Field
:
Job Description
  • Assists field service with difficult instrument issues:
    • Uses technical expertise to guide 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 and procedures.

      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.

      Essential Functions:

    • Ability to lift 75 lbs. without assistance 15% of the time.
    • Ability to lift and carry 25-30 lbs. continuously throughout the day.
    • Ability to bend, squat, stretch, and reach on a daily basis in a service function.
    • Ability to travel overnight at a minimum of 60%.
    • Maintain a valid driver’s license and safe driving record.

      Minimum Requirements/Qualifications:

    • Bachelor’s degree, or higher in a scientific discipline such as chemistry, biology, or a related field.
    • 3-5 years of equivalent job related experience, preferably supporting multi stage ion trap LCMS. Technical combined proficiency in instrumentation and applications.
    • Strong problem solving skills.
    • Strong verbal and written communication skills.
    • Demonstrated organizational skills; ability to handle multiple priorities.
    • Strong inter-personal, self-motivational, & negotiating skills.
    • Excellent communication skills, working across all levels, functions and regions
    • Excellent Computer skills required.
    • Regional and limited national travel required.

      Location

      This is an area based field-based position that covers specific regions of North America so the specialist must live within that region, but may be called upon to assist other areas if the need arises.

      *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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