Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
Job Description
Join Thermo Fisher Scientific to do exciting work and be part of a team that values performance, quality, and innovation. As a member of a successful global organization, you'll have the opportunity to excel and make meaningful contributions to the world.
Location/Division Specific Information
The MSD EM business specializes in microscopy and OFI systems that help customers make important discoveries and find answers in the micro- and nano-scales.
Combining hardware and software expertise in electron, ion, and light microscopy with deep application knowledge in the materials science, life sciences, 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:
Thermo Fisher Scientific is seeking a Field Service Engineer II for their Materials and Structural Analysis Division (MSD or equivalent experience). This role involves installing, servicing, and repairing complex equipment and systems. The engineer will also improve operational quality, provide customer instruction on system operation and maintenance, and serve as a liaison for administrative and technical matters. Furthermore, they will perform on-site installations of Thermo Fisher Scientific's electron microscopy systems and 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, employee assistance program and more!
What you will do:
- Conduct on-site installation of complex 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
- Complete and submit field service reports on assigned tools
- Perform Preventive Maintenance tasks
- Partner with colleagues to acquire technical guidance needed to problem-solve systems solutions
- Provide training for customers and users on system maintenance
- Provide feedback to product quality teams
- Provide appropriate input in writing, updating, and correcting various Thermo Fisher system documentation
- Provide guidance for various reports including identifying and isolating unique problems with the system
- Act as a subject expert and resource for training
- Align with application scientists to collaborate on outstanding solutions to meet our users’ challenges
- Must maintain Thermo Fisher Scientific’s Four-I Values
How you will get here:
Education
Preferred qualifications include a University degree or equivalent experience in electronics, physics, engineering, computer science, or a related field. Alternatively, applicants with 2-5 years of relevant experience, combined with the necessary skills and knowledge, will also be considered.
Experience
4-5 years’ experience:
- Operating, troubleshooting, repairing, and calibrating complex analysis tools such as SEM, Prober, OFI or similar systems is a plus but not required.
- Experience with Ultra High Vacuum (UHV), OFI systems a plus but not required.
- Experience operating O-scopes, digital voltmeter, and logical problem-solving.
Competencies
- 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 non-complex instruments.
- Resolves majority of calls on first visit, applying appropriate resources.
- Troubleshoot with Precision: Follow safe, methodical processes to isolate and resolve problems.
- Follows SOPs and standard processes to troubleshoot 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 customers.
- 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.
- Manage Difficult Situations: Demonstrate empathy and professionalism while resolving customer issues.
- Maintains a positive attitude in the face of challenges in interactions with customers.
- Takes ownership of important issues within job scope without being asked.
- Asks questions to find opportunities that need to be addressed.
Knowledge, Skills, Abilities
- Required to read, write, and speak English fluently.
- Demonstrated ability to work under pressure, with a consistent record to make decisions with minimal direct supervision.
- Demonstrated ability to be diligent, problem solver, promote team environment.
- Demonstrated ability to display a high level of confidentiality for both customer and Thermo Fisher Scientific.
- Literate in Windows software environments.
- Must have a thorough understanding and extensive experience solving and repairing ultra-high vacuum and high voltage systems.
- Ability to read and interpret schematics.
- Ability to partner effectively with customers.
- Strong interpersonal communication, teamwork/building, time management, organizational, problem-solving and customer service skills.
- Proven ability to troubleshoot complex systems and subsystems down to component level.
- Familiar with UHV phenomenon and technology.
- Must be willing to travel 25-50% of the time. Often on short notice, to customer sites to resolve problems or support other field service personnel.
- Must possess a valid driver’s license and passport and travel regionally and internationally as the need arises.
- Requires proof of Covid-19 vaccination.
- Extensive walking may be required.
- May work at customer locations, in office environment to include cubicles and/or in laboratory environments.
- Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets, safety gloves, safety glasses, steel toe shoes, and/or bump hats.
- Physical requirements include the ability to lift up to 50 lbs.
