Field Service Engineer (Morocco based)
How you will make an impact :
The Field Service Engineer (FSE) performs customer instrument installs, repairs and preventative maintenance on a variety of instruments in assigned territory.
The FSE positively interacts with customers to solve technical problems and identify areas to improve their work. The FSE also looks for opportunities to increase revenue by providing more services to the customer.
The FSE will also support distributor FSEs and ensure that their knowledge levels meet the demands of the end customer.
What will you do?
Provide onsite installation of instruments, upgrades, updates, repairs, and planned maintenance service to our direct customers and support Africa distributor engineers.
Display professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions
Achieve specified revenue targets while satisfying customer with instrument repair, installs and PM’s
Achieve customer satisfaction (CAS) targets as specified annually
Collaborate with internal partners to resolve customer issues and improve processes
Follow all reporting responsibilities of Remote Service Dispatch (RSD), Escalation, Field Problem Report (FPR) and Field Service Report (FSR) submissions
Be familiar with and follow policies that pertain to the handling of spare parts : ordering, usage, returns, physical count, car stock management, etc.
Execute Qualification & Validation Products at customer sites
Maintain their technical competency level servicing new instrument and problems by attending trainings, staff meetings and remaining up to speed on new products, markets, customers and competitors
Manage travel expenses and follows Thermo Fisher Scientific travel policies and guidelines
May be required to perform other related duties as required and / or assigned
75%-100% travel throughout Africa / Middle East, some international travel expected
Who we are looking for : (input experience, skills & abilities)
5 Years’ Experience in a related science, biomedical engineering and / or customer-facing role
Significant experience with installation and repair of Next Generation Sequencing platform (NGS) and qPCR
Experience in a clinical, diagnostic and / or other regulated environment (SANAS) is desirable
French and English speaking
Experience in related product applications and instruments a plus
Uses effective questioning to identify customer needs
Exercises judgment setting work priorities and identifies next steps
Requires minimal oversight
Participates as a positive influence to the team
Quickly adapts to change with positive and constructive feedback
Aptitude for learning and understanding IT systems and processes a plus
About us :
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $4billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer.
Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.
Our global team of more than 100,000 colleagues delivers an unrivalled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon.
With Thermo Fisher Scientific, it’s not just a career. It’s a chance to realise your best professionally and personally.