Job Code : 15626 Location : Basel BS CH
Category : Kundenservice, Außendienst, Operativer Betrieb, Produktmanagement, Projekt management, Forschung & Entwicklung, Ingenieurswesen, Vertrieb, Professional Services, Applications/Sales Specialist Career Level : Berufserfahren Job Type : Vollzeit Job Description : About Thermo Fisher Scientific Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $17 billion and 50,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands – Life Technologies, Thermo Scientific, Fisher Scientific and Unity Lab Services – offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support. For more information, please visit www.thermofisher.com Job Description Job Title: On-site Key Account Field Service Engineer Reports To: EU AMS/MVS Service Manager Group/Division: CMD/Unity Lab Services Career Band: III Job Track: Professional Position Location: Basel area - Switzerland Number of Direct Reports: 0
Thermo Fisher Scientific has built a strong reputation for delivering exceptional service and support. Our Unity Lab Services (ULS) brand provides customers a single source for integrated lab service, support and supply management. Through our network of world-class service and support personnel, we provide services that are designed to help our customers improve productivity, reduce costs, and drive decisions with better data. As a valued laboratory partner, ULS provides researchers what they need, when they need it, to maximize their ability to focus on science and drive innovation.

Position Summary: Experienced field service person who ensures customer allegiance by conducting preventative, corrective and qualification maintenance on major industry brands of HPLC, GC and MS instruments. Manages service backlog, maintains inventory, resolves customer complaints and actively promotes service offerings and expansion. Key Responsibilities and Responsibilities FSE:
  • Represents the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.
  • Receives customer service requests for installations, relocations, calibrations, preventive maintenance and basic repairs. Promptly acknowledges receipt and contacts the customer to schedule services required. Ensures that the schedule meets the customer’s needs. Seeks assistance from peers when unable to meet the customer’s expectations. Communicate schedule of services on a daily basis.
  • Executes plan to help sell service contracts, parts, accessories, consumables, software, upgrades and training to customer base, while working towards the regional revenue goals defined by management. Manages workload and customer requirements in the territory designated by the regional manager.
  • Act as a Thermo Fisher Scientific advocate in all capacities in customer laboratories. Effectively communicate competitive information and additional sales opportunities to Field Sales Engineers. Provides feedback to factory personnel for product improvements.
  • Reports daily activities in used ERP or Customer Support Administration department for accurate record keeping, including closing service calls upon completion,
  • Maintains personal Field Service inventory of replacement parts. Returns defective material in a timely manner, and orders replacements in accordance with company policy.
  • Maintains company assets (tools, inventory, laptop computer, etc.) in good and working condition.
  • Performs all other duties as assigned by Service Manager
Key Responsibilities and Responsibilities on-site:
  • Represents the company at the customer’s location.
  • Preparation of quarterly QBRs in cooperation with the management and the dispatcher
  • Participation in ad-hoc meetings with the customer
  • Continues improvement and development of the key account
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all the duties and responsibilities associated with this role. The focus points might vary from individual to individual depending on their expertise and market requirements. Other activities and responsibilities not in the above list may well be required.Minimum Requirements/Qualifications:
  • BS degree in Science or Electronics or equivalent experience.
  • 3 years Field Service experience or 3 years relevant Industry experience
  • Must be able to communicate effectively with a wide variety of people.
  • Must have strong interpersonal skills.
  • Certified service experience on four or more leading industry chromatography or mass spectroscopy products.
  • Demonstrated experience managing own service job, scheduling, and inventory.
  • Fluent in English and excellent German language skills (French is a plus)
Non-Negotiable Hiring Criteria:
  • Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical and optical instrumentation in a commercial scientific laboratory environment.
  • Ability to read, interpret and analyze component layout drawings, assembly drawings, wiring and labeling diagrams.
  • Experience in selling process. Proven ability to sell value based service solutions to Thermo Fisher Scientific customer base.
  • Basic instructional abilities (customer training).
  • Ability to schedule and work independently, and as part of a group, to accomplish individual and team objectives.
  • Customer/business-oriented with ability to independently resolve routine customer satisfaction problems.
  • Detailed understanding of service functions.
*LI-CK1

Please send your application including your salary expectations and your possible starting date via email to christian.kropf@thermofisher.com , ULS Recruiting EMEA.
Please refer to the job title On-site Key Account Field Service Engineer, Basel .