About this role
Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description About Thermo Fisher Scientific As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day by enabling our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources and opportunities needed to achieve individual career goals while helping to take science a step beyond.
Our solutions address some of the world’s toughest challenges, including protecting the environment, ensuring food safety and supporting the development of life-saving treatments. Position Summary As a Senior Field Service Engineer , you will provide advanced technical service and support for sophisticated analytical and scientific instruments across customer sites. You will independently manage complex installation, maintenance, troubleshooting and repair activities while serving as a key technical resource for customers and internal teams.
The role requires strong diagnostic capability, sound technical judgement and the ability to resolve challenging equipment and system issues with limited supervision. In addition to delivering field service activities, you will support technical escalations, contribute to continuous improvement initiatives, share technical knowledge with other engineers and help strengthen overall service capability within the team. Key Responsibilities Independently install, commission, qualify and verify the performance of sophisticated analytical and scientific instruments.
Perform preventive maintenance, corrective maintenance, upgrades and complex equipment repairs in accordance with established service procedures and quality standards. Diagnose and resolve complex hardware, software, electrical, electronic, mechanical and system-level issues. Apply structured troubleshooting and root-cause analysis techniques to identify recurring or difficult technical problems.
Serve as a technical escalation point for selected product, application or customer issues within the assigned territory. Provide advanced on-site and remote technical support to customers and field service colleagues. Take ownership of complex customer service cases from initial diagnosis through resolution and closure.
Coordinate with Technical Support, Product Support, Applications, Quality, Sales and other functions to resolve complex customer issues. Escalate significant product, safety, quality or reliability concerns through the appropriate internal processes. Provide clear technical recommendations and communicate service findings effectively to customers and internal stakeholders.
Support major installations, system upgrades, relocations and other technically challenging field projects. Assist with planning and execution of service activities for key or strategically important customers. Ensure all service activities are completed safely and in compliance with Thermo Fisher Scientific quality, regulatory and Environmental, Health and Safety requirements.
Maintain accurate and timely service documentation, including technical findings, corrective actions, parts usage and customer communications. Review recurring technical issues and contribute recommendations to improve equipment reliability, service procedures and customer experience. Share technical knowledge, service best practices and troubleshooting methods with other Field Service Engineers.
Provide informal coaching, technical guidance and on-the-job support to less experienced engineers when appropriate. Support the onboarding and technical development of new field service team members. Participate in technical training, product updates and knowledge-sharing activities to maintain a high level of technical competency.
Identify opportunities to improve field service efficiency, first-time-fix performance, equipment uptime and customer satisfaction. Support implementation of service process improvements and local operational initiatives. Maintain appropriate tools, test equipment, spare parts and technical documentation required for field service activities.
Qualifications and Experience Diploma or Degree in Engineering, or a related technical discipline. Typically 5 or more years of hands-on technical experience in the installation, maintenance, troubleshooting and repair of analytical, scientific or other sophisticated technical instrumentation. Demonstrated experience independently diagnosing and resolving complex technical issues.
Candidates with strong and relevant field service experience from authorized dealers, distributors, service partners or competitors may also be considered. Experience supporting sophisticated electrical, electronic, mechanical, computer-controlled or integrated instrumentation systems is preferred. Strong customer-facing field service experience within research, industrial, laboratory, healthcare or related environments.
Experience supporting technical escalations, major installations or complex customer cases is desirable. Technical and Professional Competencies Advanced troubleshooting and diagnostic capability. Strong understanding of electrical, electronic, mechanical and system-level troubleshooting principles relevant to supported products.
Ability to interpret technical documentation, service manuals, schematics, diagnostic data and system information. Strong analytical thinking and structured problem-solving capability. Ability to make sound technical decisions independently within established procedures and guidelines.
Strong ownership and accountability for customer issues through resolution. Ability to manage technically complex service cases involving multiple stakeholders. Strong customer service orientation and professional service mindset.
Effective written and verbal communication skills. Ability to explain complex technical information clearly to customers and internal stakeholders. Strong interpersonal skills and ability to build credibility with customers.
Ability to collaborate effectively across Service, Technical Support, Applications, Commercial, Quality and other functions. Ability to coach and provide technical guidance to less experienced team members. Strong organizational and time-management capabilities.
Ability to prioritize multiple customer requirements and service activities in a dynamic environment. High attention to detail and commitment to service quality. Proficiency in Microsoft Office applications and service management or field service software.
Travel Requirements Ability and willingness to travel approximately 25–50% , or as required, within the assigned territory, depending on customer and business requirements.