Job Title: Field Service Engineer
Department: Field Service Operations
Reports To: Regional Service Manager or Supervisor
Field based position that works at customer or depot sites to ensure customer
allegiance by providing installation, preventative maintenance, diagnostic & repair,
and validation services that keeps equipment operating safely and reliably. Provides
generalist level support to one or more Thermo product lines or applications. Actively
promotes service offerings, new products, and upgrades. Refrigeration background
with cascade experience and EPA certified.
- Ensures customer allegiance through excellence in repair and support of customers’
- Maintains communication with customer to ensure understanding of status, cost, and
- scheduling of all aspects of the service event.
- Provides rapid, courteous, and knowledgeable response to all customers inquires.
- Schedules and delivers thorough preventative maintenance service to ensure maximum uptime of customer equipment.
- Serves as customer advocate and manages escalation of unresolved customer or technical issues to Management, Service Product Specialists, and Quality.
Provides customer product operation training and technical support to in-house repair
technicians as required.
Supports distribution channel and PSP/ASP network through training, joint visits, technical
and product support as needed.
Policy and Procedure
Submits accurate and detailed service orders, productivity data (hours), expense reports, and
quality feedback in a timely manner and maintains records per organizational policy.
Adheres to all corporate and service division policies regarding safe work practices and
service vehicle operation.
Provide territory cross-coverage and depot repair support as required.
Supports the Quality System and Quality Policy by following procedures/work instructions
and creating records to meet the requirements of the Quality System Regulation and ISO
Assists Accounts Receivable Department in collecting past due invoices.
Maintains spare parts inventory, tools, manuals and test equipment.
Attends new product technical and introduction training, advanced and update training, and
regional/national service meetings as required.
Services and Product Sales
Actively promotes and sells installations, extended service contracts, preventative
maintenance, time & material service, service parts kits and consumables, service training,
validation, and wireless monitoring services.
EMPLOYMENT REQUISITION FORM
Advises customer of new products and upgrades and passes sales opportunities to account
Partner with account representative to conduct joint safety inspections and product shows.
Support area trade shows by providing set-up and tear-down support when required.
Keeps up to date on new product introductions, technologies, market changes, competitors’
products and new customer applications
Skills and Knowledge
Technical proficiency in instrumentation and electronics
Must have a Refrigeration background and cascade knowledge
Separation products background a plus
Strong problem solving skills.
Strong verbal and written communication skills.
Demonstrated organizational skills; ability to handle multiple priorities.
Strong inter-personal, self-motivational, & negotiating skills
Excellent communication skills, working across all levels, functions and regions
Basic PC skills
Key Competencies and Values
Key Business Metrics
Incremental Service Revenue
Ability to lift 75 Lbs without assistance 15% of the time.
Ability to lift and carry 25-30 Lbs continuously throughout the day.
Ability to bend, squat, stretch, and reach on a daily basis in a service function.
Ability to travel overnight at a minimum of 10%.
Maintain a valid driver’s license and safe driving record.
Experience and Education
Associates Degree in Electronics or equivalent education or experience.
Strong electrical and mechanical background.
Refrigeration & Cascade Experience
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