Field Applications Specialist

3 weeks ago

Gothenburg, Västra Götaland, Sweden Thermo Fisher Scientific Full time
Job Summary

We are seeking a highly skilled Field Applications/Field Service Specialist - Laboratory Instrumentation to join our team at Thermo Fisher Scientific. This role is critical in ensuring customer satisfaction, providing technical expertise, servicing equipment, and delivering effective training to enhance the value our customers derive from our products and services.

Key Responsibilities
  • Delivering Training Courses: Conduct training sessions for end-users on our range of instrumentation, products, and services, collaborating with sales, service, and marketing teams to understand and qualify customer training requirements.
  • Providing Technical Support and Troubleshooting: Assist customers in resolving technical issues and troubleshooting problems, involving remote support or on-site visits to address concerns promptly and professionally.
  • Handling Customer Complaints: Support and resolve reagent and system-based customer complaints, investigating and resolving issues in a timely manner to ensure customer satisfaction.
  • Enabling Customers to Work More Efficiently: Analyze workflows, design solutions, and implement standard processes to optimize operations, driving business success and contributing to ongoing improvement initiatives.
  • Participation in the Customer Excellence Centre: Enable prompt support for customer issues, participating in the Customer Excellence Centre as required.
  • Presenting Technical Information: Present technical information at User Group Meetings, Customer Insight Days, and other company-led events, actively engaging in service and commercial meetings to contribute to the team's overall success.
  • Instrument Validation and Qualification: Perform instrument qualification and dilution qualification assay runs on the Phadia instrumentation range, ensuring instruments meet required standards.
  • Collaborating with Global and Local Teams: Work closely with Global Centres of Excellence and local colleagues to address and resolve technical issues, providing comprehensive support to customers.
  • Accurate and Prompt Service Reports: Complete service reports, maintain customer training logs, and record customer complaints in CRM systems, ensuring organized documentation, efficient analysis, and effective resolution of customer-related matters.
  • Compliance and Quality: Ensure compliance with quality, regulatory requirements, and company policies, prioritizing customer satisfaction and striving to achieve goals and objectives, embodying Thermo Fisher Scientific's core values of integrity, intensity, innovation, and involvement.
  • Continuous Product Knowledge: Enhance product knowledge on instruments and assays, enabling effective support and sharing expertise with internal and external customers.
  • Customer Laboratory Visits: Attend customer laboratories for routine Preventive Maintenance, repair visits, installations, and service meetings as required.
  • Fixing, Support, and Repair: Undertake fixing, support, and repair within agreed timeframes, ensuring customers are kept up to date with progress.
  • Software and Middleware Upgrades: Update instruments placed at customer laboratories with software and middleware upgrades as required.
  • Feedback to Global Product Teams: Provide feedback to global product teams on instrument reliability and quality.
  • Development of Training Material: Input into the development of training material, support literature, and technical guidance for external and internal customers.

This role requires a relevant qualification in Life Sciences or a related subject and/or relevant experience gained within a clinical laboratory or similar. The ideal candidate will have strong technical proficiency and problem-solving skills, good organisational skills, and the ability to prioritise. Fluency in English (both written and verbal) is essential, as is a valid driving license. Customer-focused with strong communication skills and the ability to build relationships with customers, a can-do attitude with flexibility to manage competing priorities, and attention to detail in all aspects of the role are also required.

Previous experience in an Applications, Service Engineering, or a Technical/Customer Support role is highly desirable, as is previous experience in servicing analytical equipment or equivalent technical experience. Experience in a training or mentoring role would be advantageous.

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