Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Title of position: Field Service IDD - Porto

Name of Department: IDD Service - Iberia

This position reports to: Service Coordinator Portugal

Number of direct reports: 0

Location: Porto Area

Position Summary

When you join us at Thermo Fisher Scientific, you'll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

• Deliver high-quality and efficient service and support to our laboratory customers, including installation, preventive maintenance, repair, and qualification of our (Phadia) instrumentation product portfolio.
• Provide effective support to our users both remotely and face-to-face within agreed timeframes.
• Diagnose system failures using your knowledge, remote support tools, and log file analysis to determine the most effective resolution.
• Deliver Basic, Advanced, and Refresher training courses to end-users on our range of instrumentation at the customer laboratory.
• Plan and implement instrumentation, including installation, scheduled preventive maintenance, qualification, relocations, and hardware/software upgrades.
• Provide remote and on-site support for customers and colleagues outside of the local region, as required.
• Liaise with LIMS providers and customer IT personnel to establish connections to Phadia laboratory systems.
• Maintain customer relationships and collaborate with the relevant sales account manager to ensure customer needs are met.
• Complete service reports in CRM accurately and return them to the customer in a timely manner.
• Maintain a high level of product knowledge on instruments and assays to enable customer success and share expertise with internal and external customers.
• Deliver training on assay methods and applications specialist role when required.
• Support laboratory sales colleagues in developing business opportunities within their regions.
• Maintain accurate records of spare parts usage, ensuring cost-effective management.
• Act as the 'voice of the customer' by connecting to global product teams on instrument reliability and quality.
• Contribute to the development of training material, support literature, and technical guidance for laboratory customers.
• Ensure compliance with quality and regulatory requirements as well as company policies at all times.
• Participate in continuous improvement initiatives.
• Work diligently towards achieving goals and continuously strive to improve customer satisfaction, aligning with the 4i values of Thermo Fisher Scientific.

• Engineering degree, Science subjects, or related field
• Minimum 3 years of experience in servicing/repair of analytical equipment, ideally laboratory/hospital equipment or medical devices
• Good knowledge of the hospital landscape in the assigned region
• Ability and willingness to travel, mainly in the North Portugal & Galicia Region
• Knowledge of IT tools (Office, Outlook, etc.) and network connection
• Valid driving license

• Residence in the Porto area or willingness to relocate
• We are in search of a proactive and positive individual who thrives in a team environment and is motivated to solve problems.
• Ability to thrive in a fast-paced environment
• A dedication to putting customers first, striving to deliver exceptional service
• Excellent communication (oral and written) and interpersonal skills
• Strong focus on priorities and exceptional organizational skills
• Proactive and able to effectively multitask
• Good knowledge of oral and written English
• Knowledge of Spanish is a plus