Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Able to lift 40 lbs. without assistance, Laboratory Setting, Loud Noises (Equipment/Machinery), Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Strong Odors (chemical, lubricants, biological products etc.), Will work with hazardous/toxic materials
Job Description
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 – /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 FSE’s
- 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
- Bachelor’s 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 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, Portland, Los Angeles, Irvine, or Riverside, 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.
Apply today:http://jobs.thermofisher.com
Compensation and Benefits
The hourly pay range estimated for this position based in California is $49.58–$74.38.
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: https://jobs.thermofisher.com/global/en/total-rewards
