Regional Service Specialist – LCMS (West Coast)

Work Schedule

Environmental Conditions

Job Description

When youre part of the team at Thermo Fisher Scientific youll do important work like helping customers find cures for cancer protecting the environment or making sure our food is safe. Your work will have real-world impact and youll be supported in achieving your career goals.

How will you make an impact

Unity Lab Services a part of Thermo Fisher Scientific provides integrated solutions instrument services and enterprise services to our customers.

The Regional Service Specialist Liquid Chromatography/Mass Spectrometry is responsible for providing advanced technical and field service support to customers throughout the assigned region (California Oregon and Washington). This position will manage key aspects of customer service and relationship management including installations repairs preventative maintenance technical troubleshooting and escalations.

The Regional Service Specialist will also serve as a technical resource for Field Service Engineers within the region supporting mentoring certification troubleshooting and continuous improvement efforts. This individual will be customer-focused an advocate for Thermo Fisher Scientific and committed to improving service performance customer satisfaction and growth within the region.

What will you do

Essential Duties and Responsibilities

• Maintain a strong customer focus while working in conjunction with Field Service Management Instrument Sales and other internal partners.
• Utilize customer management software to track service calls manage parts inventories document activities and complete assigned job tasks.
• Review customer reports and documentation and inspect malfunctioning products to determine the nature and scope of technical issues.
• Provide advanced technical assistance to Field Service Engineers by reviewing service documentation troubleshooting instrument issues and helping determine appropriate corrective actions.
• Analyze inspection and troubleshooting findings to determine the source of problems and recommend repairs replacement or other corrective actions.
• Coordinate problem resolution with engineering customer service sales and other personnel to expedite repairs and improve customer experience.
• Analyze instrument-generated data and performance reports related to technical issues and recommend modifications or corrective actions that may help prevent future occurrences.
• Serve as a communication link between customers and Thermo Fisher Scientific to help ensure effective and timely service.
• Develop and conduct training on the safe operation of equipment and demonstrate technical skills to colleagues and customers.
• Maintain required continuous education technical training and certifications for advanced products.
• Perform on-site installations repairs preventative maintenance troubleshooting and other field service activities as required.

Regional Service Specialist Responsibilities

• Provide technical leadership and support for customer escalations within the assigned region.
• Support the mentoring development and certification of Field Service Engineers within the region to improve technical readiness and customer response.
• Review Service Data/Metrics to identify areas of improvement for individual FSEs
• Partner with other Regional Service Specialists on best practices and knowledge sharing
• Coordinate problem resolution between engineering sales customer service Field Service and other internal partners to enable expedited repairs and improve customer satisfaction.
• Attend and/or host Hot Account meetings as the Regional Service Specialist representative when required.
• Serve as a regional technical resource for complex LC/MS service issues and escalations.
• Partner with regional service leadership to identify opportunities to improve service performance technical capability customer satisfaction and revenue growth.
• Perform other duties as assigned to support regional business and customer needs.

How will you get here

Minimum Experience Education Knowledge Skills and Abilities

• Bachelors degree in Chemistry Sciences Engineering or equivalent job experience.
• 8 years of hands-on experience as a Service Engineer preferred particularly working with Analytical instrumentation.
• Hands-on experience with Liquid Chromatography and Mass Spectrometry (LC/MS) instrumentation is required.
• Specific experience with Orbitrap is preferred.
• Strong technical troubleshooting and problem-solving skills.
• Effective communication skills with the ability to establish strong customer relationships and collaborate across internal teams.
• Ability to prioritize service requests and produce clear concise and accurate documentation.
• Ability to mentor and provide technical guidance to Field Service Engineers.

Location and Regional Coverage

• Position is located on the West Coast (California Oregon and Washington) and following prime locations (Seattle Los Angeles Irvine or San Diego areas).
• Responsible for supporting customers and Field Service teams within the assigned regional territory.
• Ability to travel throughout the assigned region as business and customer needs require.

Physical Work Requirements

• Must be available to travel up to 80% including overnight stays.
• Must be able to lift up to 50 lbs.
• Must be able to stand for extended periods of time.
• Must be able to work overtime as business and customer needs require.

At Thermo Fisher Scientific each one of our extraordinary minds has a unique story to tell. Join us and contribute to our singular missionenabling our customers to make the world healthier cleaner and safer.

Apply today:

Compensation and Benefits

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: Experience:

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