Thermo Fisher Scientific National Service Specialist-Chromatography/Mass Spectrometry in Boston, Massachusetts
Job Title: National Service Specialist - Chromatography/Mass Spectrometry
Requisition ID: R-00938276
When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.
Location/Division Specific Information
Analytical Instruments Group
How will you make an impact?
Unity Lab Services, a part of Thermo Fisher Scientific, provides integrated solutions, instrument, and enterprise services to our customers. The National Service Specialist is responsible for managing all aspects of field service support and customer relationship management including but not limited to: installations, repairs and escalations. The National Service Specialist will also be instrumental in the mentoring and certification of field service engineers. The National Service Specialist will be customer oriented, an advocate for Thermo Fisher Scientific, and eager to drive growth.
What will you do?
Essential Duties and Responsibilities:
Perform on-site installation, repair, preventative maintenance, and qualification of instrumentation.
Must be client-focused, working in conjunction with Professional Services and outsourcing functions.
Must be proficient with the use of customer management software to track service calls, manage parts inventories, and complete job tasks.
Reviews reports and documentation from customers, and inspects malfunctioning product to determine nature and scope of problem.
Provide technical assistance to fellow engineers by reviewing reports and documentation from customers, and inspects malfunctioning product to determine nature and scope of problem.
Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action.
Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs.
Analyzes instrument generated chemistry and performance reports of technical issues to recommend factory modifications that eliminate future events of the same issue.
Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including both colleagues and customers.
Show and demonstrate progression in training and certification for advanced products.
Other duties may be assigned.
National Service Specialist Duties:
Perform mentoring and certification of colleagues in the assigned regions to improve customer response and readiness.
Evaluate Regional certification levels and make recommendations to leadership.
Attend regularly scheduled Product Quality Council (PQC) meetings for assigned product line(s) and report relevant information to the Regional teams.
Work with the Product Quality Council in the review of submissions to identity quality issues, root cause, recommend repair, and/or other corrective action(s).
Coordinates problem resolution between engineering, sales, customer service, and other personnel to enable expedited repairs and improve customer satisfaction.
Attend and/or host 'Hot Account' meetings as the National Service Specialist representative.
Other duties may be assigned in order to help drive performance improvement and revenue growth within the assigned region.
How will you get here?
Education and Knowledge, Skills, Abilities
Bachelor's Degree in Chemistry, Sciences required. MS or PhD is preferred.
5-10 years hands-on experience as a Service Engineer is preferred, particularly working with analytical instrumentation.
Hands-on experience with Liquid Chromatography, Ion Chromatography, Mass Spectrometry instrumentation (HPLC, IC, MS) is required.
Effective communication skills and establishing good customer rapport are essential.
Ability to prioritize service requests and produce clear and concise documentation.
Eastern United States
Close to a major airport
Physical Work Requirements:
Must be available to travel on a daily basis, and up to 50% overnight.
Must be able to lift 40 lbs.
Must be able to stand for long periods of time.
Must be able to work overtime.
At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.
Apply today! http://jobs.thermofisher.com
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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