Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Laboratory Setting, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
Job Description
Position Summary
The Field Service Engineer is responsible for supporting service excellence across our business and enabling our customers to be successful by delivering premium technical service. He/She is responsible for performing on-site installation, servicing, training, remote troubleshooting and repairing Thermo Fisher Immunodiagnostics (Phadia) instruments in Coimbra and Central Portugal.
Location: Coimbra Area
Essential Job Functions and Accountabilities
- Delivering high quality and efficient service and support to our laboratory customers including installation, preventive maintenance, repair and qualification of our (Phadia) instrumentation product portfolio.
- Provide effective support to our users both remotely and face-to-face and within agreed timeframes.
- Diagnosing system failures using your knowledge, remote support tools and log file analysis in order to determine the most effective resolution.
- Planning and implementation of instrumentation - Installation, Scheduled Preventive Maintenance, Qualification, Relocations and Hardware/Software Upgrades.
- Provide remote and on-site support for customers and colleagues outside of the local region (as and when required).
- Liaise with LIMS providers and customer IT personnel to establish connections to Phadia laboratory systems.
- Maintain customer relationships and liaise as appropriate with the relevant sales account manager for the customer, ensuring the customer needs are met.
- Complete service reports in CRM and ensure they are completed both fully and accurately and returned to the customer in a timely manner.
- Maintain the required level of product knowledge on instruments and assays to enable our customers to be successful and share that expertise with internal and external customers.
- Deliver training on assay methods and applications specialist role when required.
- Support laboratory sales colleagues to develop business opportunities within their regions as-and-when required.
- Maintain accurate records of spare parts, ensuring parts are used appropriately and managed cost-effectively.
- Be the ‘voice of the customer’ by providing feedback to global product teams on instrument reliability and quality.
- Input into the development of training material, support literature and technical guidance for laboratory customers.
- At all times, ensure that quality and regulatory requirements and company policies are adhered to.
- Participate in continuous improvements initiatives.
- Work diligently towards achieving goals and strive to improve our customer satisfaction. At all times, strive to live up to the 4i values of Thermo Fisher Scientific.
Internal Networking/Key relationships
Internal: Service, Sales, Tender and Marketing teams
External: National support centers
Education and Professional Experience Qualifications
- Engineering degree, Science subjects or related field
- Previous experience of 2 years in servicing/repair of analytical equipment – ideally laboratory/hospital equipment or medical devices
- Good knowledge of the hospital landscape in the assigned region
- Ability and willingness to travel, mainly in Coimbra region.
- Knowledge of IT tools (Office, Outlook etc .) and network connection
- Driving license
Skills & Capabilities Professional Experience Qualifications
- Residence in Coimbra area or willingness to relocate
- Energetic, self-motivated and a team player, with a positive attitude to problem solving
- Ability to work within a fast-paced environment
- Customer oriented mentality
- Excellent communication (oral and written) and interpersonal skills
- Focus on priorities
- Organized, able to multi-task and proactivity
- Good English knowledge oral and written – Spanish is a plus
This job description does not describe all the duties, tasks and responsibilities that need to be performed in the function. Any other job-related instructions, duties, tasks or responsibilities that are requested by the team leader or manager are required to follow.
