Engineer II, Field Service - Remote Seattle, WA

About the role

The GSS Field Service Engineer II is responsible for delivering advanced technical service, maintenance, troubleshooting, and customer support for laboratory instrumentation and integrated systems within assigned customer accounts. This role serves as a trusted technical advisor and account partner focused on maximizing instrument uptime, operational efficiency, and overall customer satisfaction.

Responsibilities

• Performs onsite installation, preventative maintenance, troubleshooting, repair, calibration, validation, and upgrade services for laboratory instrumentation and integrated systems.
• Diagnostics 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.

Requirements

• 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.

Qualifications

• Bachelor’s degree in Biological Sciences, Engineering, or a related technical field required.
• A Master’s degree is preferred.
• 2–5 years of relevant field service, technical support, laboratory instrumentation, or customer-facing technical experience.

Skills

• Technical expertise in laboratory instrumentation and integrated systems.
• Proven ability to troubleshoot and resolve complex technical issues.
• Strong organizational and problem-solving skills.
• Effective communication and relationship management skills.
• Ability to work independently and manage multiple priorities in a dynamic field environment.

Benefits

We offer a comprehensive Total Rewards package that 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.
• Retail 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