Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
Job Description
What is the scope
- Represent Thermo Fisher Scientific in a positive and professional manner in all interactions with customers, both external and internal.
- Independently perform installation, commissioning, calibration, preventative maintenance, troubleshooting, repair, and other service activities for laboratory equipment within the assigned product portfolio.
- Independently diagnose and resolve complex equipment issues using systematic troubleshooting and sound technical judgment, with minimal supervision or escalation.
- Take end-to-end ownership of complex or recurring service issues, from initial diagnosis and technical investigation through corrective action, customer communication, and final closure.
- Proactively engage factory technical support, engineering, quality, and other relevant teams to resolve complex product issues. Provide clear technical information, service history, field data, and observations to support root cause investigation and corrective actions.
- Identify recurring equipment failures, service trends, and product reliability or serviceability issues from field experience, and proactively communicate findings and improvement recommendations to the factory and relevant stakeholders.
- Lead or coordinate service-related projects, including new equipment installations, laboratory equipment relocation, upgrades, field corrective actions, product improvement activities, and other customer or service projects. Coordinate resources and stakeholders and drive projects to successful completion.
- Provide accurate and timely service reports and technical documentation. Develop and improve troubleshooting guides, service procedures, work instructions, protocols, and other technical documents for internal or customer use.
- Build strong customer relationships and act as a trusted technical contact for laboratory equipment service. Effectively manage technical escalations and clearly communicate findings, recommendations, risks, and next steps to customers.
- Partner with commercial colleagues and other functions to understand customer requirements and provide service solutions that are technically feasible, operationally executable, and commercially sustainable.
- Support assigned laboratory product lines, including New Product Introduction (NPI), service readiness, essential spare parts planning, technical documentation, Technical Service Bulletins (TSB), product updates, and knowledge sharing.
- Serve as a key technical interface between the field service organization and the factory. Collaborate proactively with factory teams to improve equipment reliability, serviceability, technical knowledge, and customer experience.
- Share technical knowledge and field experience with other Field Service Engineers and provide technical guidance and coaching to less experienced engineers.
- Drive continuous improvement through the Practical Process Improvement (PPI) Business System by identifying opportunities to improve service quality, productivity, equipment reliability, and customer experience.
- Ensure proper management, maintenance, and utilization of service tools, test equipment, and consignment spare parts.
- Support ad-hoc service and business projects and work overtime or on weekends when required to meet customer and business needs.
Education & Experience
- High Diploma or above in Electrical, Mechanical, Mechatronics, Electronics, or another relevant engineering/technical discipline, or equivalent experience.
- Typically 5 years or more of relevant field service, technical service, equipment maintenance, or engineering experience.
- Demonstrated ability to independently troubleshoot and resolve complex issues on laboratory, scientific, medical, industrial, or similar technical equipment.
- Experience working with factory technical support, engineering, quality, or product teams to resolve equipment or product issues.
- Experience leading equipment installations, service projects, or technical improvement activities is preferred.
Knowledge & Skills
- Strong technical knowledge of laboratory equipment and relevant electrical, mechanical, electronic, refrigeration, control, or related technologies.
- Strong troubleshooting, root cause analysis, and problem-solving skills.
- Ability to independently manage complex technical issues and make sound technical decisions.
- Good project coordination skills with the ability to manage priorities, stakeholders, and actions through completion.
- Strong technical and interpersonal communication skills with the ability to work effectively with customers, colleagues, and factory teams.
- Ability to translate field observations and service data into actionable technical information and recommendations.
- Good written and verbal communication skills in Chinese and English. Mandarin is an advantage.
- Good PC literacy, including MS Office, Outlook, service management systems, and relevant diagnostic software.
Key Competencies
- Customer Focus: Builds trusted customer relationships and takes ownership of customer needs and technical escalations.
- Independence & Accountability: Works with minimal supervision and takes end-to-end ownership of assigned technical issues and projects.
- Initiative: Proactively identifies problems and improvement opportunities and drives actions without waiting for direction.
- Technical Leadership: Provides technical guidance and knowledge sharing to other FSEs and leads through technical expertise.
- Collaboration: Effectively engages factory and cross-functional teams to drive problem resolution and continuous improvement.
- Execution: Effectively manages multiple priorities and delivers results in demanding or time-critical service situations.
