Unity Lab Services (ULS), a part of Thermo Fisher Scientific, provides integrated solutions, instruments, and enterprise services to our customers.
This Field Service Representative is responsible for managing all aspects of field service support and customer relationship management.
The successful candidate will provide complete services on (GC / GCMS) gas chromatography mass spec systems , including installation, repairs, preventative maintenance, and instrument qualifications.
Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific in customer laboratories, and be eager to drive growth.
Essential Duties and Responsibilities :
Perform on-site installation, repair, maintenance, qualification, and validation of (GC / GCMS) gas chromatography mass spec systems
Must be client-focused, working in conjunction with other ULS teams and Sales
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
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 reports of technical problems to recommend modifications to eliminate future problems
Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer
Develops and conducts familiarization on the safe operations of the equipment and demonstrates skills to trainees, including both team members and customers
Other duties may be assigned
Education and / or Experience requirements :
Bilingual French and English
Customer Service excellence in a fix the customer then fix the instrument environment
Bachelors Degree in Chemistry, Sciences or related field
3 years hands-on experience as a Service Representative is preferred, particularly working with analytical instrumentation or 3+ years relevant industry experience
Hands-on experience with (GC / GCMS) gas chromatography mass spec systems
Effective communication skills and establishing good customer rapport are essential
Ability to prioritize service requests and produce clear and concise documentation
Must be available to travel overnight up to 60% within the territory or other areas as required