Engineer III, Field Service

Work Schedule

Environmental Conditions

Job Description

Responsibilities

On Field

Carry out high quality on-site installation and commissioning (I&C) of Thermo Fisher Scientific equipment.
Complete onsite scheduled preventative maintenance and attend to emergency breakdown visits.

Train the customer to use the equipment safely and efficiently.

Complete site visit reports (service and commissioning) within the time frames as laid down in the relevant work instructions, and or Customer requirements. Ensure all agreed action points are followed up.
Handling of radioisotopes & X-ray sensors.Perform Work with all relevant certification procedures and regulatory requirements.
Ready to travel to sites at short notice, during weekends and holidays if required.

Off the Field

Ensure customers receive excellent remote support in line with service agreements.
Record and logging of customer support interactions in SFDC and inviting customers to complete a survey.

Ready to assist after office hours work, roster coverage 24/7, on-call weekends if required.

Domain Expert and Tarining Resource
Provide On-The-Job training and on-site mentoring of fresh engineers.

Assist on training and mentoring on channel partners programs.
Assist in resolving issues in any of the PPA product lines brought up by other engineers at a local, regional and global.
Follow up of technical issue processes and attend critical issue meetings to ensure timely and efficient resolution.
Drive product quality and reliability improvements by recommending to product quality teams.
Update and revise various system documentation in accordance with quality procedures.
Acquire exceptional technical and product knowledge through extensive product training and procedures, experience and working on the most complicated assignments.

Product Champion

Handle the life cycle of customer assets.
Total ownership of a group of customer accounts.
Regular review through SFDC. Follow up on PSA completion, scheduling, recommendation on parts for trouble free operation. Assist on early PSA renewals and expansion.
Assist on information required for quotes. Assist on completion of site requirement access and paperwork.
Product improvement suggestions.
Optimization of equipment onsite for better performance
Suggest operational and strategic business plans for contract requirements, installations and commissioning and maintenance schedules.
Actively seek out new opportunities to grow service and sales revenue to meet and exceeded regional budgets.
Work closely with Commercial and Marketing teams to ensure that customer needs are met, and Company products are positioned correctly and efficiently supported in the market.
Any other duties as may be reasonably required from time to time by senior management.

Work in close association with the quality & product support team on RCCM on the recent issues.
Customer satisfaction

Connect with customers regularly to develop a good business relationship.

Recognizing your customer needs and act for quick resolution.

Run CAS response to customers.

Aftermarket business:

Work with the aftermarket department to recognize and promote spares, equipment upgrades, Product Support Agreements, and other aftermarket products to existing customers.
Assist with remote site spares inventory management, including branch offices and certain customers.
Participate in the preparation, organizing and carrying out of training courses for customers.

Frequent Contacts:

Internal: local management, Service Operations, Service Sales and Commercial teams, Regional and International service support teams.

External: Customer base – operators, technicians, laboratory managers, operations managers, supervisors and quality managers.

Qualifications & Experience

Tertiary qualification or Bachelor’s degree, preferably in Electronic, Mechanical or Mechatronic engineering or a combination of education and experience that demonstrate the required skills.
Minimum 6 years of relevant working experience in Field Service Engineering. Experience in handling one or more of PPA solution is an added advantage.

Skills & Attributes
Ability to handle multiple assignments simultaneously, set priorities and consistently meet targets.
Strong interpersonal, analytical skills and effective communicator.
Process oriented, committed to continuous improvements.
Work in a team with all levels of the organization.
Proficient in managing computer applications including Microsoft office.
A dedication and commitment towards displaying a professional and positive demeanor to work.
An ability to think strategically and laterally in order to improve business opportunities.
Ability to create and champion meaningful and beneficial partnerships with our customers, suppliers and peers.

Environment, Health & Safety

Take ownership for self, and subordinates in terms of safety at work place.
Conducts proactive hazard identification by reporting EHS, Supervisor / Manager immediately when any conditions or practices may cause personal harm or environmental / property damage.
Reports any accidents/incidents, (including gradual process injuries) and near misses as soon as possible to EHS, Supervisor / Manager. Recording the event either electronically or in Accident Registers.
Quality

Carries out tasks in compliance with the agreed procedure to assist the company in meeting its quality objectives.
Active Participation in quality improvement program and promotes co-operative effort between all departments and internal customers.
Reports all quality issues to Supervisor / Manager as soon as possible.

Other Job Requirements:

Follow OHS policies and procedures and ensure a safe workplace environment.