Work Schedule

Environmental Conditions

Job Description

At Thermo Fisher Scientific, we prioritize a positive culture where you'll have the opportunity to make a significant impact. Contribute to important work that helps find cures for cancer, protects the environment, and ensures the safety of our food. We are committed to supporting your career goals and providing a supportive environment for your professional growth.

As a Regional Specialist you will play a key role in providing coordinated solutions, instrument, and enterprise services to our customers. Your responsibilities will include all aspects of a Field Service Engineer in addition to supporting colleagues with intensified accounts and being first line of support to difficult regional and national accounts. Job duties include those FSE's as well, such as customer relationship management, installations, repairs, and addressing critical issues. Additionally, you will mentor field service engineers thru difficult intensified calls and approach these resolutions with proven technical skills and knowledge of business which will allow you to resolve and implement a path forward for our customers. Your role will aid in driving growth and fostering a focused approach.

Key Duties and Responsibilities:

• Perform on-site installation, repair, preventative maintenance, and qualification of instrumentation.
• Collaborate with Professional Services and outsourcing functions to ensure a customer-focused approach.
• Apply customer management software to supervise service calls and handle parts inventories, and complete job tasks.
• Analyze review and inspection findings to identify the source of problems and recommend corrective actions.
• Coordinate with Manager and Sr. Manager and field service teams to expedite resolutions to difficult customer problems.
• Analyze instrument-generated chemistry and performance reports to recommend factory modifications and prevent future issues.
• Serve as a communication link between the customer and the company, ensuring effective service delivery.
• Develop and conduct training sessions on equipment operations, demonstrating skills to colleagues that enhances learning.
• Show progression in training and certification for sophhighly technical products.
• Perform mentoring and certification of colleagues in assigned regions to enhance customer response and readiness.
• Evaluate solutions using strong intuition for business skills to guide and assist with hot account to the best possible solution for our colleagues and customers.
• Maintain a confirmed feedback mechanism to quality meetings for assigned product lines and report relevant information to regional teams.
• Collaborate with the quality team to review submissions, identify quality issues, resolve root causes, and recommend appropriate actions.
• Coordinate problem resolution between engineering, sales, customer service, and other personnel to expedite repairs and improve customer satisfaction.
• Attend and/or host "Hot Account" meetings as the regional representative.
• Drive performance improvement and revenue growth within the assigned region.

Education and Skills:

• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.
• Use prescribed PPE to perform work function safely.
• Maintain a valid driver’s license.
• Ability to instruct, train and mentor new hires.
• Bachelor’s degree in chemistry or sciences preferred.
• >5 years of hands-on experience as a Service Engineer supporting specific product line with deep knowledge of the product.
• Skills and confidence to address complex repairs and keeps case ownership of customer complaints.
• Extraordinary soft skills and handling customer needs/expectations.
• Specific Instrument Experience relating to the Product Line the Regional Specialist is required to support.
• Strong business insight, and communication skills and the ability to establish good customer rapport are important.
• Liaison product improvements and critical issues to L2 team, Product Management, Product Engineering and Product Support Engineering (PSE)
• Ability to prioritize service requests and produce clear and concise documentation.

Physical/Environmental requirements:

• (1) Physical Activities:
• Safely lift up to 50lbs as required.
• Safely lift and carry 25-30lbs continuously.
• Ability to bend, squat, stretch, and reach daily as required.
• (2) Level of Physical Requirements: Medium to Heavy work.
• (3) Level of Visual Acuity: Close vision, distant vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• (4) Environmental Conditions: Risk of exposure to toxic or caustic chemicals and risk of electrical shock. Possible exposure to moving mechanical parts, fumes, airborne particles, radiation, and vibration. The noise level in the work environment is typically moderate.
• Availability for daily travel and up to 75% overnight travel.
• Flexibility to work overtime when required.

Join our team at Thermo Fisher Scientific and contribute to important work that has a real-world impact. We offer a positive and supportive work environment with opportunities for career growth which will help you achieve your goals. Apply now to be part of our dynamic field service team.

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards