Regional Service Specialist – LC/MS
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Job Description
Regional LC/MS service specialist supporting Thermo Fisher Scientific’s analytical-instrument customers across California, Oregon, and Washington. Providing installations, repairs, troubleshooting, escalations, and Field Service Engineer mentorship.
Responsibilities:
- Provide advanced technical and field service support to customers throughout California, Oregon, and Washington
- Manage installations, repairs, preventative maintenance, technical troubleshooting, and escalations
- Maintain customer focus while working with Field Service Management, Instrument Sales, and internal partners
- Use customer management software to track service calls, manage parts inventories, document activities, and complete assigned tasks
- Review customer reports and inspect malfunctioning products to determine technical issues
- Provide advanced technical assistance to Field Service Engineers by reviewing documentation and troubleshooting instruments
- Analyze findings and recommend repairs, replacements, or other corrective actions
- Coordinate problem resolution with engineering, customer service, sales, Field Service, and other personnel
- Analyze instrument-generated data and performance reports and recommend modifications to prevent future issues
- Serve as communication link between customers and Thermo Fisher Scientific
- Develop and conduct equipment safety training and demonstrate technical skills to colleagues and customers
- Maintain continuous education, technical training, and certifications for advanced products
- Provide technical leadership and support for customer escalations
- Mentor, develop, and support certification of Field Service Engineers
- Review service data and metrics to identify improvement opportunities
- Partner with Regional Service Specialists on best practices and knowledge sharing
- Attend or host “Hot Account” meetings as regional representative
- Partner with regional service leadership to improve service performance, technical capability, customer satisfaction, and revenue growth
- Perform other duties as assigned
Requirements:
- 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 Liquid Chromatography 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 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
- Ability to travel throughout the assigned region as business and customer needs require
- 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
- Must be able to work overtime as business and customer needs require
- Ability to work in laboratory settings with hazardous/toxic materials and required PPE
Benefits:
- Variable annual bonus based on company, team, and/or individual performance results
- 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
- Short- and long-term disability in accordance with company policy
- Competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP) with opportunity to purchase company stock at a discount
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