Regional Service Specialist – LC/MS

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Deliver expert technical and field service support to clients across California, Oregon, and Washington.

• Oversee installations, repairs, preventative maintenance, technical troubleshooting, and escalations.

• Maintain a customer-centric approach while collaborating with Field Service Management, Instrument Sales, and internal teams.

• Utilize customer management software to monitor service calls, manage inventory of parts, document activities, and complete assigned responsibilities.

• Analyze customer reports and inspect malfunctioning products to identify technical problems.

• Offer advanced technical assistance to Field Service Engineers by reviewing documentation and troubleshooting devices.

• Evaluate findings and suggest repairs, replacements, or other corrective measures.

• Coordinate problem resolution with engineering, customer service, sales, Field Service, and other departments.

• Assess instrument-generated data and performance reports to recommend modifications that prevent future issues.

• Act as a communication bridge between customers and Thermo Fisher Scientific.

• Develop and deliver equipment safety training and demonstrate technical expertise to colleagues and clients.

• Engage in continuous education, technical training, and certification for advanced products.

• Provide technical leadership and support for customer escalations.

• Mentor, develop, and assist in the certification of Field Service Engineers.

• Review service data and metrics to identify areas for improvement.

• Collaborate with Regional Service Specialists on best practices and knowledge sharing.

• Participate in or lead “Hot Account” meetings as a regional representative.

• Work alongside regional service leadership to enhance service performance, technical capabilities, customer satisfaction, and revenue growth.

• Execute other responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree in Chemistry, Sciences, Engineering, or equivalent professional experience.

• A minimum of 8 years of hands-on experience as a Service Engineer is preferred, especially with Analytical instrumentation.

• Practical experience with Liquid Chromatography and Mass Spectrometry (LC/MS) instrumentation is essential.

• Specific experience with Orbitrap is preferred.

• Strong technical troubleshooting and problem-solving abilities.

• Effective communication skills, with the capability to build strong customer relationships and collaborate across internal teams.

• Ability to prioritize service requests and produce clear, concise, and accurate documentation.

• Capacity to mentor and provide technical guidance to Field Service Engineers.

• Willingness to travel throughout the assigned region as business and customer needs dictate.

• Must be available for travel up to 80%, including overnight stays.

• Ability to lift up to 50 lbs.

• Must be able to stand for extended periods.

• Availability to work overtime as business and customer needs require.

• Capability to work in laboratory environments with hazardous/toxic materials and required personal protective equipment (PPE).

🏝️ Benefits

• Variable annual bonus based on company, team, and/or individual performance outcomes.

• Selection of national medical and dental plans, along with a national vision plan, including health incentive programs.

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement.

• Minimum of 120 hours of paid time off (PTO).

• 10 paid holidays each year.

• Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave).

• Accident and life insurance coverage.

• Short- and long-term disability in accordance with company policy.

• Competitive 401(k) U.S. retirement savings plan.

• Employees’ Stock Purchase Plan (ESPP) allowing the opportunity to purchase company stock at a discounted rate.