Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Able to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Cleanroom: no hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair etc... allowed, Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Standing for full shift
Job Description
Position Objective:
The GSS Field Service Engineer II (FSE) delivers advanced technical service, troubleshooting, maintenance, and customer support for laboratory instrumentation and integrated systems within assigned customer accounts. This role serves as a trusted technical advisor focused on maximizing instrument uptime, operational efficiency, and customer satisfaction through installations, repairs, preventative maintenance, calibrations, validations, and customer training.
The FSE also partners closely with customers and internal teams to resolve technical issues, support service delivery, and strengthen long-term customer relationships through proactive communication, responsiveness, and technical expertise.
Essential Functions:
- Performs onsite installation, preventative maintenance, troubleshooting, repair, calibration, validation, and upgrade services for laboratory instrumentation and integrated systems.
- Diagnoses and resolves complex hardware, software, electrical, mechanical, and application-related issues.
- Delivers exceptional customer service while serving as a trusted technical advisor within assigned customer accounts.
- Builds strong customer relationships through proactive communication, responsiveness, and understanding of customer workflows and operational needs.
- Provides customer training and operational guidance on instrument functionality, system performance, and best practices.
- Maintains accurate and timely service documentation, reports, and records within service management systems.
- Collaborates with Sales, Applications, Service Management, and other cross-functional teams to resolve customer issues and support business objectives.
- Ensures compliance with company quality standards, safety procedures, regulatory requirements, and service policies.
- Independently manages service priorities, scheduling, territory coverage, and customer commitments within a dynamic field environment.
- Supports escalation management and contributes to continuous improvement initiatives that enhance service delivery and customer satisfaction.
- Utilizes strong organizational, analytical, and problem-solving skills to effectively manage multiple priorities and customer needs.
- Travels within assigned territory to support customer sites and business operations.
Education Requirements:
- Bachelor's degree in Biological Sciences, Engineering, or a related technical field required
Required Qualifications:
- Strong troubleshooting and diagnostic skills involving hardware, software, integrated systems, and analytical instrumentation.
- Strong electrical and mechanical aptitude with the ability to diagnose issues to the component level.
- Excellent customer service, communication, interpersonal, and relationship management skills.
- Strong organizational, time management, and problem-solving abilities.
- Ability to independently manage priorities and work effectively in a fast-paced field environment.
- Proficiency with Microsoft Office Suite and service management software platforms.
- Ability to read and interpret technical documentation, schematics, and service manuals.
- Demonstrated commitment to safety protocols, quality standards, and regulatory compliance.
- Valid driver's license and ability to travel extensively within assigned territory.
Preferred Qualifications:
- Master's degree preferred
- 2-5 years of relevant field service, technical support, laboratory instrumentation, or customer-facing technical experience
Working Conditions:
- Frequent travel required based on business needs, customer requirements, and assigned territory coverage (approximately 25-75%).
- Works in laboratory, industrial, healthcare, and customer site environments.
- May require extended periods of standing, lifting equipment, and performing technical service activities in laboratory settings.
- Ability to lift up to 50 lbs and work within laboratory, industrial, and healthcare environments.
- Must be able to safely work around chemicals, laboratory equipment, and other technical hazards while following all company safety guidelines.
- Flexibility to support customer schedules, urgent service requests, and occasional overtime as business needs require.
Compensation and Benefits
The hourly pay range estimated for this position based in Washington is $31.73-$50.00.
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
