Field Service Engineer

About the role

Represent Thermo Fisher Scientific in a positive and professional manner in all interactions with customers, both external and internal. Independently perform installation, commissioning, calibration, preventative maintenance, troubleshooting, repair, and other service activities for laboratory equipment within the assigned product portfolio. Independently diagnose and resolve complex equipment issues using systematic troubleshooting and sound technical judgment, with minimal supervision or escalation.

Key responsibilities

• Take end-to-end ownership of complex or recurring service issues, from initial diagnosis and technical investigation through corrective action, customer communication, and final closure
• Proactively engage factory technical support, engineering, quality, and other relevant teams to resolve complex product issues
• Identify recurring equipment failures, service trends, and product reliability or serviceability issues from field experience, and proactively communicate findings and improvement recommendations to the factory and relevant stakeholders
• Lead or coordinate service-related projects, including new equipment installations, laboratory equipment relocation, upgrades, field corrective actions, product improvement activities, and other customer or service projects
• Provide accurate and timely service reports and technical documentation
• Build strong customer relationships and act as a trusted technical contact for laboratory equipment service
• Partner with commercial colleagues and other functions to understand customer requirements and provide service solutions that are technically feasible, operationally executable, and commercially sustainable
• Support assigned laboratory product lines, including New Product Introduction (NPI), service readiness, essential spare parts planning, and technical documentation
• Share technical knowledge and field experience with other Field Service Engineers and provide technical guidance and coaching to less experienced engineers
• Ensure proper management, maintenance, and utilization of service tools, test equipment, and consignment spare parts

About you

• High Diploma or above in Electrical, Mechanical, Mechatronics, Electronics, or another relevant engineering/technical discipline, or equivalent experience
• Typically 5 years or more of relevant field service, technical service, equipment maintenance, or engineering experience
• Demonstrated ability to independently troubleshoot and resolve complex issues on laboratory, scientific, medical, industrial, or similar technical equipment
• Experience working with factory technical support, engineering, quality, or product teams to resolve equipment or product issues
• Strong technical knowledge of laboratory equipment and relevant electrical, mechanical, electronic, refrigeration, control, or related technologies
• Strong troubleshooting, root cause analysis, and problem-solving skills
• Ability to independently manage complex technical issues and make sound technical decisions
• Good project coordination skills with the ability to manage priorities, stakeholders, and actions through completion
• Strong technical and interpersonal communication skills with the ability to work effectively with customers, colleagues, and factory teams
• Good written and verbal communication skills in Chinese and English