Field Service Engineer - Portugal Center

**Work Schedule** Standard (Mon-Fri) **Environmental Conditions** Laboratory Setting, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.) **Job Description** **Position Summary** The Field Service Engineer is responsible for supporting service excellence across our business and enabling our customers to be successful by delivering premium technical service. He/She is responsible for performing on-site installation, servicing, training, remote troubleshooting and repairing Thermo Fisher Immunodiagnostics (Phadia) instruments in Coimbra and Central Portugal. **Location:** Coimbra Area **Essential Job Functions and Accountabilities** * Delivering high quality and efficient service and support to our laboratory customers including installation, preventive maintenance, repair and qualification of our (Phadia) instrumentation product portfolio. * Provide effective support to our users both remotely and face-to-face and within agreed timeframes. * Diagnosing system failures using your knowledge, remote support tools and log file analysis in order to determine the most effective resolution. * Planning and implementation of instrumentation - Installation, Scheduled Preventive Maintenance, Qualification, Relocations and Hardware/Software Upgrades. * Provide remote and on-site support for customers and colleagues outside of the local region (as and when required). * Liaise with LIMS providers and customer IT personnel to establish connections to Phadia laboratory systems. * Maintain customer relationships and liaise as appropriate with the relevant sales account manager for the customer, ensuring the customer needs are met. * Complete service reports in CRM and ensure they are completed both fully and accurately and returned to the customer in a timely manner. * Maintain the required level of product knowledge on instruments and assays to enable our customers to be successful and share that expertise with internal and external customers. * Deliver training on assay methods and applications specialist role when required. * Support laboratory sales colleagues to develop business opportunities within their regions as-and-when required. * Maintain accurate records of spare parts, ensuring parts are used appropriately and managed cost-effectively. * Be the ‘voice of the customer’ by providing feedback to global product teams on instrument reliability and quality. * Input into the development of training material, support literature and technical guidance for laboratory customers. * At all times, ensure that quality and regulatory requirements and company policies are adhered to. * Participate in continuous improvements initiatives. * Work diligently towards achieving goals and strive to improve our customer satisfaction. At all times, strive to live up to the 4i values of Thermo Fisher Scientific. **Internal Networking/Key relationships** **Internal:** Service, Sales, Tender and Marketing teams **External:** National support centers **Education and Professional Experience Qualifications** * Engineering degree, Science subjects or related field * Previous experience of 2 years in servicing/repair of analytical equipment – ideally laboratory/hospital equipment or medical devices * Good knowledge of the hospital landscape in the assigned region * Ability and willingness to travel, mainly in Coimbra region. * Knowledge of IT tools (Office, Outlook etc .) and network connection * Driving license **Skills & Capabilities Professional Experience Qualifications** * Residence in Coimbra area or willingness to relocate * Energetic, self-motivated and a team player, with a positive attitude to problem solving * Ability to work within a fast-paced environment * Customer oriented mentality * Excellent communication (oral and written) and interpersonal skills * Focus on priorities * Organized, able to multi-task and proactivity * Good English knowledge oral and written – Spanish is a plus This job description does not describe all the duties, tasks and responsibilities that need to be performed in the function. Any other job-related instructions, duties, tasks or responsibilities that are requested by the team leader or manager are required to follow.