Field Service Engineer, Lab Automation, London metropolitan area

Thermo Fisher Scientific ,
Hemel Hempstead, Hertfordshire
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Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com. As an addition to our existing colleagues and to expand our market presence we are looking for a Field Service Engineer Home Office based, located in the London metropolitan area or close to an airport Summary: The main focus is the troubleshooting, repair, preventive maintenance and installation of Thermo Laboratory Automation (LAI) products and selected 3rd party equipment at customer sites. A second strong priority is focused on customer relations' activities intended to generate sales of Thermo LAI Customer Support Services and Service Contracts to customers in this engineer's area. Also required to perform on-site training relative to system service, maintenance and basic operation of Thermo LAI systems. Laboratory Automation Product line: * Provides fully automated robotic workflow for Drug Research and Discovery * Provides full range of robotic products for Instrument loading applications, Application Workstations up to fully integrated robotic systems * Automated solutions are implemented at Pharma, Biotech and Academic Research centers * Target applications are primary and secondary screening applications such as High Throughput Screening, High Content Screening and Cell research applications (STEM cells, Pathway Analysis, Genomics, Proteomics and systems biology studies) Key responsibilities: * Perform on-site troubleshooting, maintenance, repair and installation on all Thermo LAI products and selected 3rd party instrumentation. * Perform on-site training relative to system service, maintenance, and basic operation of Thermo LAI systems. * Answer telephone calls and email from customers with lab system service questions or problems related to software, hardware, or instrumentation. * Build strong customer relationships with the continual focus on promoting the customer's use of Thermo LAI Customer Support Services and generating sales of Thermo LAI Service Contracts. * Generate quotes for any service parts the customer may require and any service calls if needed. * Prepare contract proposals and related documentation. Initiate, promote and complete the sale of the contract. * Keep track and maintain local spare parts inventory. * Diagnose problems over the phone and/or with the use of PC Anywhere. Where necessary, follow up with on-site work or dispatch third-party service providers for on-site work. Follow up to ensure problems were resolved to the customer's satisfaction. * Actively monitor the status of contract, warranty and T&M install customers. Track and schedule on-site PM. * Provide a forecast of service activities at the beginning of each month to Team Leader for review. * Ensure that all documentation related to in-house and on-site support activity is completed correctly and submitted on a timely basis. This includes maintenance of electronic files, Field Service Reports, and Service Work Orders, and Quotes. * Perform additional duties or work on projects as deemed necessary Minimum requirements: Educational Qualifications: * Technology diploma in Mechatronics, Electro-mechanical engineering, Electrical or Mechanical engineering, or other related discipline * Programming courses (or equivalent practical experience) Experience Qualifications: * Minimum 5 years practical experience in field service or troubleshooting software and lab equipment * Working proficiency of Momentum software features and operations is a plus * Mechanically adept with blueprint reading / drawing knowledge * Troubleshooting skills * Prior project management experience is a plus * Excellent interpersonal and communication skills * Organization, planning and time management skills Other Job Requirements: * Must have a valid driver's license * Must have a valid passport * Must be able to travel at least 75% of time, including regular 3 to 5 days onsite visits * Must speak English * Speaking French or German is an asset Skills and Knowledge required: * System-level diagnostic skills using inquiries, observations, system schematics & documentation, software tools, and communications / electrical diagnostic aids (break-out box, meters etc.) * Multi-disciplinary technical skills / comfort with software, electrical, and mechanical systems: * Co

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