Work Schedule

Standard (Mon-Fri)

Environmental Conditions

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

Job Description

Preferred Location: South Sweden, close to Gothenburg

Responsibilities:

Field Service Engineer (70-80%)

Responsible to deliver service activities including; Installation & related customer introduction, Repairs, Maintenance Services, Validation Services, Depot Repair, etc.

achieving:
- Satisfied customer becoming loyal customers
- Strong first time fix rates / short mean time to repair
- Lowest repeated call rates
Contributes to the overall success of Service Targets; Bookings, Revenues, Service Profit and Overhead Cost, while following all internal rules, processes and practices (as they are described).
Performs Service Activities in line with internal rules and customer regulations.

Assure responsive telephone support and diagnostic as well as on-site Services to exceed the customers’ expectation and making them successful by using TMO instruments.

Actively promote our contract products.
Always maintain a professional relationship with our customer base to foster customer dedication and address blocking issues to resolve critical tasks promptly.

Follow our ethical business conduct guidance.

Responsibility for managing the company’s assets provided, such as Car Stock/Inventory of Parts, Computer, Telephone, general Tools, Software, Company Car, Manuals etc.
Optimise their own work schedule by coordinating with all partners for service planning and the wider team.
Is responsible to report accurate and timely activities such as Field Service Reports, Expense Reports, etc.
Assures alignment of all activities at the customer site with the rest of TMO and advising other part of TMO of important information with respect to our customers (e.g. information about new purchases to sales/lead generation).

Technical Team Leader (20-30%)

Responsible for the daily technical coordination of the field service team.
This includes customer visits, critical issue management, and coordination of team activities, support Field Service Manager (FSM) in organising, planning, controlling and coordinating of service activities for the related products in your area of responsibility.
Close daily interaction with the Service Management team, Customer Care Center team, commercial sales teams and the factory product support teams to ensure targets are met and new opportunities are communicated and managed.
Liaise and work with factory product management when required to ensure smooth product introductions and the expansion of the Unity Lab Services brand and value.
Actively participate in team meetings and local and / or regional meetings as applicable to ensure alignment, information and technical skills maintenance.
Have direct relationship with key customer contact points. Own and take care of all our customers.
• Achieve a personal high level of CAS and support managers to ensure high team CAS scores.
• Support FSM by driving the team to meet and exceed Key performance indicators and financial targets
• Act as key “go to” person in your team and region
• Customer complaint and hot account management
• Ensure stong team productivity.
• Assist with the onboarding process for new team members
• Support FSM in the organization of team annual leave.

Requirements:

• Professional background in Electronics/Chemistry/Engineering or related subjects
• Excellent verbal and written communication skills, ability to work across all levels, functions and regions
• Excellent PC skills
• Excellent inter-personal, self-motivational and negotiating skills
• Driving License
• A keenly developed sense of drive, intellectual curiosity, technical proficiency and problem solving
• Take personal responsibility for tasks with a "get it done" mentality, including hands-on service activities and customer interaction
• A Willingness to travel within Europe/EMEA territory. For meetings and training travel to wider EMEA may be required
• Experience in a technical service function
• Demonstrate organizational skills with the ability to balance multiple tasks with different priorities and to coordinate the work of others

Preferred:
• Good Product Knowledge of the Thermo Fisher Scientific Products of Instrument and Enterprise Services
• Excellent English communication skills.

This job description does not describe all the duties, tasks and responsibilities which need to be performed in the function. Therefore, the job holder may be asked to undertake other job related instructions, duties, tasks or responsibilities as requested by the FSM or Senior FSM.