Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Position Scope:

The principal job function of the Service Field Product Specialist is to provide excellent field services in the primary capacity of a field engineer. He / She will also function as a technical guide for product segment as designated and will provide technical support and advice to our direct service field teams and channel partners. The position will also provide direct technical support to end-customers for Thermo Fisher Scientific Laboratory Equipment in partnership with the local technical support teams.

The role will cover SEATW regional support and interactions at a global level with factories in US, Europe and China. Training opportunities for a wide array of life-science products and travel to countries of different culture.

1 Key Responsibilities:

1.1 Personal Service

• Responsible for the personal technical development and depth for in-scope Products
• Provide technical validation for solving faults for his / her specific product scope
• Assist in local and regional field service support including installation, preventive maintenance, breakdown calls, including validation services and user training.
• Maintain operational hygiene with regards to service, quality, warranty administration, tracking and documentation

1.2 Customer Allegiance Management

• Respond timely and move to resolution on technical helplines and enquiries in accordance to agreed metrics
• Partner closely with rest of Product Support Team to handle service critical issues, product quality review and warranty claims
• Coordinate between customers, commercial, operations, factory specialists and product management teams to drive resolution for better customer experience.
• Bridge factory and region for critical issue support needs and feedback from the ground.

1.3 Technical Knowledge Depth & Experience

• Provide advance-level technical and application consultations
• Maintain updates on service procedures, spare parts, technical bulletins
• Build technical knowledge database through consolidating, crafting, updating documentation, materials.
• Conduct field service trainings to both direct and indirect teams
• Coach and mentor field service engineers with on good practices and service standards.

Qualifications:

• Degree in Engineering, Mechatronic, Biotechnology, Biomedical or Computing with proven experience in similar fields and industries

Desirable Experience:

• Proven experience as Field Service Engineer or Technical Service Specialist, handling product quality communication with factories, coordinating, lecturing and delivering technical trainings.
• Experience with Laboratory products including Cold Storage, Incubators, Ovens, Centrifuges, Biosafety Cabinets, Liquid Handling,
• Familiarity with service delivery data analytics and programming.
• Experience with Refrigeration work, Computer Networks, Wireless Technologies

Desirable Skills and Attributes:

• Independent and able to pro-actively seek for feedback to drive improvements
• Comfortable with constantly evolving environments.
• Good interpersonal skills, positive demeanour and strong teammate.
• Strong communicator in English and Chinese, and resourceful in communication across language barriers and culture differences in the region
• Able to formulate detailed and accurate responses to both internal partners and external customers.