Engineer I, Field Service

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Able to lift 40 lbs. without assistance, Laboratory Setting, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Standing for full shift Job Description Field Service Engineer Thermo Fisher Scientific Make an Impact Through Meaningful Work 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 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 their career goals while helping take science a step beyond. Together, we develop solutions for some of the world’s toughest challenges—from protecting the environment and ensuring food safety to helping advance the search for cures for cancer. Position Summary The Field Service Engineer (FSE) is responsible for installing, maintaining, troubleshooting, and repairing a variety of laboratory instruments within an assigned territory. This person will be based in the Watham, MA territory. In this customer-facing role, you will combine technical expertise with exceptional service to ensure our customers receive reliable, timely, and professional support. You will build strong customer relationships, collaborate with internal teams, and help identify service solutions that support both customer success and business objectives. Key Responsibilities Perform onsite installation, upgrades, updates, troubleshooting, repairs, and planned preventive maintenance of laboratory instruments. Deliver an exceptional customer experience by demonstrating integrity, professionalism, technical expertise, fairness, and responsiveness in every interaction. Build strong, long-term customer relationships by understanding customer needs and delivering effective technical solutions. Achieve established revenue objectives while meeting customer needs through efficient instrument repair, installation, and preventive maintenance services. Identify customer service needs and support the sale of service contracts and other service products. Collaborate with internal partners to resolve customer issues and continuously improve operational processes. Complete required service documentation accurately and on time, including Cloud for Service (C4S) ticket management, Field Problem Reports (FPR), and Field Service Reports (FSR). Follow established spare-parts processes, including ordering, usage, returns, physical inventory counts, and car-stock management. Implement Qualification & Validation products at customer sites. Maintain and expand technical competency through product training, staff meetings, and ongoing education related to new instruments, technologies, markets, customers, and competitors. Manage travel expenses responsibly and follow company travel policies and guidelines. Perform other related duties as assigned. Education Bachelor’s degree in engineering, biology, chemistry, or a related field. Required Qualifications 3+ years of experience in a related science, engineering, technical service, and/or customer-facing role. Strong troubleshooting and problem-solving skills, with the ability to identify customer needs through effective questioning and provide appropriate solutions. Ability to exercise sound judgment, prioritize work independently, and determine next steps to ensure efficient service delivery. High degree of autonomy, initiative, and self-motivation with limited supervision. Strong interpersonal and communication skills with a collaborative, team-oriented approach. Ability to adapt quickly to changing technologies, processes, and methodologies. Commitment to delivering high-quality customer service and maintaining strong customer relationships. Preferred Qualifications Experience working in clinical, diagnostics, laboratory, and/or other regulated environments. Familiarity with industry standards, quality requirements, and regulated processes. Ability to quickly learn and effectively use IT systems and digital tools that support field service operations. Experience with related product applications and an understanding of customer assays and technical requirements. Work Environment & Travel This is a field-based position requiring frequent travel to customer locations, approximately 25–75% of working time, depending on territory and business needs. The role includes work from a home office as well as within customer laboratory environments. Candidates must be able to: Lift and move equipment or materials weighing up to 40 lbs. Stand for extended periods while performing service activities. Work safely around chemicals and hazardous materials in accordance with established safety procedures. Work overtime and flexible shifts when required to meet customer and business needs. Join Thermo Fisher Scientific At Thermo Fisher Scientific, your work will contribute to something bigger. You’ll have the opportunity to develop your technical expertise, build meaningful customer relationships, and support technologies that help scientists and organizations make a difference around the world. Join us and help make the world healthier, cleaner and safer. Compensation and Benefits The hourly pay range estimated for this position based in Massachusetts is $25.60–$34.13. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes: A choice of national medical and dental plans, and a national vision plan, including health incentive programs Employee assistance and family support programs, including commuter benefits and tuition reimbursement At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards