Field Service Engineer at Thermo Fisher Scientific

Auckland, Auckland, New Zealand

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Laboratory EquipmentIndustries

Requirements

Tertiary education in Engineering Technology, or a related field
Electrical Workers License and Registration
Ability to think analytically to diagnose and resolve technical issues
Proficient in using remote desktop tools and customer relationship management (CRM) software
Strong interpersonal skills, with the ability to effectively explain technical concepts to non-technical individuals
Ability to work independently and collaboratively in a fast-paced environment
Strong customer service orientation and a passion for delivering outstanding customer experiences
Diligent with excellent interpersonal and time management skills
Flexibility to travel and work outside regular business hours when required
Valid driver's license and ability to operate company vehicles
Strong analytical skills
Organisational skills with an ability to prioritise, manage time effectively and meet agreed deadlines
Effective interpersonal, communication and listening skills
Dedication and commitment towards displaying a professional and positive attitude to work
Ability to think strategically and laterally in order to enhance business opportunities
Takes initiative and can work independently, while maintaining an enthusiastic, upbeat and positive attitude as a great teammate
Ability to build and foster meaningful and beneficial partnerships with customers, suppliers and peers
Proficient in Microsoft applications including Microsoft Office

Responsibilities

Provide exceptional on-site technical support to customers, ensuring prompt and accurate issue resolution
Diagnose and solve problems, guiding customers through solutions and steps
Install, configure, and maintain hardware and software systems for customers, ensuring efficient performance and functionality
Collaborate with multi-functional teams, including global support, to advance sophisticated issue resolution and product improvement
Stay up-to-date with product knowledge and industry trends to optimally address customer inquiries and provide relevant solutions
Conduct regular feedback with customers to ensure their satisfaction and capture feedback for continuous improvement
Assist in crafting and updating documentation, including installation guides and diagnostic procedures
Provide training and mentorship to customers on the use and maintenance of our products
Travel to customer sites as needed to perform installations, repairs, and upgrades
Maintain accurate records of customer interactions, issues, and resolutions

Skills

Key technologies and capabilities for this role

troubleshootinghardware installationsoftware configurationremote desktopCRM softwarecustomer trainingGMP standardselectrical licensing

Questions & Answers

Common questions about this position

Is this a remote position or does it require on-site work?

This is not a remote position; it requires on-site technical support at customer locations in Auckland and travel to customer sites as needed.

What education and certifications are required for this role?

A tertiary education in Engineering Technology or a related field is required, along with an Electrical Workers License and Registration, and a valid driver's license.

What key skills are needed to succeed as a Field Service Engineer here?

Strong problem-solving and analytical skills, excellent communication and interpersonal skills, proficiency with remote desktop tools and CRM software, and the ability to work independently and collaboratively are essential.

What is the team environment like at Thermo Fisher Scientific?

You will join a strong, close-knit Auckland-based team focused on providing customer support, collaborating with multi-functional teams including global support, in a fast-paced environment.

What makes a strong candidate for this Field Service Engineer position?

Candidates with tertiary engineering education, required licenses, strong analytical and communication skills, customer service passion, flexibility for travel and non-standard hours, and a proactive, positive attitude stand out.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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