Field Service Engineer II

Thermo Fisher Scientific · Santiago

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Job Description

Field Service Engineer II (FSE II) – Minerals Product Line

Career Band: 5
Business: Thermo Fisher Scientific
Product Line: Minerals
Organization: PPA / CAD / AIG
Function: Field Service
Location: [Chile / Latin America]
Travel Requirement: [+70%]

Position Summary

The Field Service Engineer II (FSE II), Band 5, specializing in the Minerals Product Line, is responsible for delivering high-quality technical field service, including installation, commissioning, start-up, preventive maintenance, corrective maintenance, troubleshooting, repair, and customer support for Thermo Fisher Scientific Minerals solutions.

The FSE II serves as a technical representative of Thermo Fisher Scientific at customer sites and plays an important role in ensuring equipment reliability, availability, and performance, as well as customer satisfaction. The position requires strong technical capabilities, disciplined execution of field activities, effective customer communication, and the ability to independently diagnose and resolve technical issues.

The role supports customers operating in mining, minerals processing, cement, bulk material handling, and other applicable industrial environments. It requires the ability to work safely and effectively in demanding field conditions, understand product applications, and develop an appropriate understanding of customers' production processes.

In addition to technical execution, the FSE II is expected to actively contribute to service planning and traceability, the development and improvement of local Field Service processes, and the identification of technical needs and business opportunities derived from knowledge of the installed base, applications, and customer processes.

Key Responsibilities

Field Service & Technical Support

• Perform installation, commissioning, start-up, calibration, preventive maintenance, corrective maintenance, troubleshooting, and repair of Minerals Product Line equipment and systems.
• Independently diagnose electrical, electronic, mechanical, instrumentation, communication, and application-related issues within the scope of assigned products.
• Restore equipment to operational condition efficiently while maintaining Thermo Fisher Scientific quality and safety standards.
• Perform equipment inspections and identify potential reliability, performance, obsolescence, or lifecycle risks.
• Provide technical recommendations to customers regarding equipment operation, maintenance, repairs, upgrades, and component replacement.
• Support remote troubleshooting activities when an on-site visit is not required.
• Escalate complex technical issues to senior Field Service Engineers, Technical Support, Engineering, Product Management, factory teams, or other appropriate functions when necessary.
• Maintain and develop technical proficiency across the assigned Minerals Product Line.

Installation & Commissioning

• Review technical documentation, site requirements, drawings, specifications, and installation conditions prior to commissioning activities.
• Verify that customer infrastructure and equipment installation meet applicable requirements before system start-up.
• Execute commissioning procedures and functional testing in accordance with established technical documentation and quality requirements.
• Configure and calibrate equipment to achieve required operating performance.
• Document commissioning results, outstanding issues, and recommended corrective actions.
• Provide customer personnel with basic operational and maintenance instruction following commissioning when required.

Process & Application Knowledge

• Develop an appropriate understanding of customers' production and operational processes and the role that Thermo Fisher Scientific equipment and solutions perform within those processes.
• Understand the main process variables associated with supported applications and how the performance, availability, and reliability of Thermo Fisher Scientific equipment may impact customer operations.
• Apply process and application knowledge to improve technical troubleshooting, identify potential causes of issues, and provide relevant recommendations to customers.
• Maintain and develop general knowledge of processes associated with mining, minerals processing, cement, bulk material handling, and other applications relevant to the Minerals Product Line.
• Understand the interaction between Thermo Fisher Scientific equipment and the customer's process in order to provide recommendations aimed at improving equipment reliability, availability, performance, and lifecycle value.

Customer Support & Relationship Management

• Serve as a professional technical point of contact for customers during field service activities.
• Communicate clearly with operators, maintenance personnel, engineers, supervisors, and customer management regarding equipment condition and service activities.
• Set appropriate expectations regarding troubleshooting, repair activities, parts requirements, and next steps.
• Identify opportunities to improve equipment reliability, availability, and customer experience.
• Promote long-term customer relationships by demonstrating technical competence, responsiveness, professionalism, and ownership.
• Use field experience, installed-base knowledge, and understanding of customer processes to identify technical needs, operational risks, and improvement opportunities.
• Identify potential business opportunities related to services, maintenance agreements, spare parts, upgrades, modernization, equipment replacement, training, technical support, and other solutions applicable to the customer's process.
• Document and channel identified opportunities through Salesforce and established organizational processes, providing sufficient technical information to facilitate their evaluation and follow-up.
• Collaborate with Service, Sales, Product Management, and other technical or commercial functions as required, contributing knowledge of the customer process, equipment condition, installed base, and needs identified in the field.
• Contribute to the development of opportunities from a technical perspective while maintaining commercial ownership and responsibility for closing the opportunity within the appropriate functions.

Service Planning & Customer Portfolio Management

• Actively participate in planning service activities associated with the assigned customer portfolio, considering technical priorities, customer commitments, scheduled maintenance, resource availability, spare parts, and operational requirements.
• Maintain visibility of preventive and corrective services, installations, commissioning activities, and other pending activities within the assigned customer portfolio.
• Periodically review commitments and outstanding activities to anticipate service requirements and ensure appropriate continuity of customer support.
• Coordinate with Field Service, Service Management, Technical Support, and other appropriate functions regarding the scheduling and prioritization of service activities.
• Proactively identify risks that may affect service commitments and communicate requirements for rescheduling, escalation, spare parts, or additional support.
• Contribute to the efficient utilization of service resources through appropriate preparation and planning of assigned activities.

Safety & Compliance

• Perform all activities in accordance with Thermo Fisher Scientific Environmental, Health & Safety requirements and applicable customer/site safety policies.
• Conduct appropriate risk assessments and pre-job safety reviews before beginning field activities.
• Follow applicable Lockout/Tagout (LOTO), electrical safety, working-at-height, confined-space, PPE, and other site-specific safety requirements.
• Exercise Stop Work Authority when unsafe conditions are identified.
• Maintain required safety training, certifications, and site qualifications.
• Promote a strong safety culture during all customer and internal activities.

Service Documentation, Salesforce & Administration

• Complete accurate and timely field service reports documenting work performed, findings, equipment condition, parts used, measurements, recommendations, and outstanding actions.
• Use Salesforce and the service management tools defined by Thermo Fisher Scientific to record, update, and maintain traceability of completed and pending service activities.
• Maintain up-to-date service records, including activity status, actions performed, technical findings, recommendations, outstanding actions, required spare parts, and next steps.
• Ensure that recorded information provides appropriate historical traceability of equipment interventions and continuity of customer support.
• Maintain visibility and follow-up of assigned services, outstanding commitments, and future activities, ensuring that required information is available to relevant stakeholders.
• Record and maintain traceability, in accordance with established processes, of service or business opportunities identified during field activities.
• Accurately report labor, travel, expenses, parts consumption, and other required service information.
• Manage assigned tools, test equipment, service inventory, documentation, and company assets responsibly.
• Ensure calibration and inspection requirements for service tools and test equipment are maintained.
• Follow established processes for warranty, return material, spare parts, and service escalation activities.

Technical Development & Team Collaboration

• Maintain current knowledge of assigned Minerals products, technologies, applications, service procedures, and troubleshooting methods.
• Develop knowledge not only of assigned products but also of their applications and the industrial processes in which they are installed.
• Participate in technical training and certification programs as required.
• Share field experience, troubleshooting knowledge, and lessons learned with the broader Field Service organization.
• Collaborate with other Field Service Engineers and technical teams during complex installations, shutdowns, commissioning projects, and troubleshooting activities.
• Provide technical guidance and practical support to less-experienced team members when appropriate.
• Interact with Technical Support, Engineering, Product Management, factory teams, and other global organizations to resolve technical issues within the scope of the role.

Continuous Improvement & Local Management System

• Actively participate in the documentation, review, and improvement of processes and procedures associated with the local Field Service management system.
• Identify improvement opportunities derived from field experience and propose actions aimed at increasing the efficiency, traceability, quality, and consistency of service activities.
• Contribute to the creation, review, and updating of procedures, work instructions, forms, checklists, technical documentation, and other tools used by the local Service organization.
• Document and share lessons learned and best practices that may be incorporated into the management system and used by other team members.
• Contribute to continuous improvement initiatives related to service quality, equipment reliability, documentation, planning, traceability, and customer support.

Minimum Qualifications

• Technical degree, associate degree, bachelor's degree, or equivalent practical experience in Electrical Engineering, Electronics, Mechatronics, Instrumentation, Automation, Mechanical Engineering, Industrial Maintenance, or a related technical discipline.
• Relevant field service, industrial maintenance, instrumentation, automation, or technical support experience.
• Demonstrated ability to troubleshoot complex industrial equipment using systematic diagnostic methods.
• Working knowledge of electrical and electronic systems, industrial instrumentation, control systems, mechanical components, and industrial communications.
• Ability to read and interpret electrical schematics, wiring diagrams, mechanical drawings, technical manuals, and system documentation.
• Ability to use electrical and electronic test equipment such as digital multimeters and other diagnostic tools.
• Strong computer skills and ability to work with equipment configuration, diagnostic, and service software.
• Ability to use Salesforce and other digital service management tools, or the willingness and ability to quickly develop proficiency in these tools.
• Technical English: Sufficient English proficiency to read and understand technical manuals, procedures, service documentation, technical bulletins, communications, and other documentation related to assigned products.
• Ability to communicate in English, both verbally and in writing, with Technical Support, Engineering, factory teams, and other global organizations to the extent required for technical troubleshooting, escalation, and issue resolution.
• Strong verbal and written communication skills in Spanish.
• Ability to understand industrial processes and relate equipment performance and operation to customer operational needs.
• Ability to work independently at customer sites while effectively coordinating with internal technical resources.
• Ability and willingness to travel frequently within the assigned territory and occasionally outside the territory as business needs require.
• Ability to work outside normal business hours, including weekends, holidays, shutdown periods, or emergency service situations when required.
• Valid driver's license and ability to meet applicable travel and customer-site requirements.

Preferred Qualifications

• Previous experience supporting equipment used in mining, minerals processing, cement, bulk material handling, or similar heavy industrial environments.
• Experience with online measurement, process instrumentation, analyzers, weighing, monitoring, or related technologies applicable to the Minerals Product Line.
• Experience with PLCs, industrial networks, instrumentation signals, control systems, and industrial communications.
• Experience performing equipment installation, commissioning, calibration, preventive maintenance, and advanced troubleshooting.
• Knowledge of industrial electrical and instrumentation safety practices.
• Previous customer-facing Field Service experience.
• Previous experience using Salesforce, CRM, Field Service Management, or equivalent platforms for service management and traceability.
• Knowledge of mining, minerals processing, cement, or bulk material handling processes and the ability to understand the application of measurement and control systems within those processes.
• Familiarity with Thermo Fisher Scientific Minerals products and applications is highly desirable.

Core Competencies

Successful performance in this FSE II / Band 5 position requires:

• Technical competence: Applies solid technical knowledge to diagnose and resolve equipment issues.
• Problem solving: Uses structured troubleshooting methods to identify root causes and implement effective solutions.
• Process & application knowledge: Understands the customer's production process and the role of Thermo Fisher Scientific equipment within that process, applying this knowledge to improve troubleshooting, technical support, and recommendations.
• Customer focus: Understands customer needs and delivers professional, responsive technical support.
• Opportunity identification: Recognizes potential customer needs and service/business opportunities based on technical observations, process knowledge, equipment condition, and customer interactions, and appropriately documents and channels them to the responsible functions.
• Lifecycle perspective: Considers equipment condition, criticality, obsolescence, and performance to identify actions that can improve reliability, availability, and customer value.
• Ownership: Takes responsibility for assigned service activities through completion and appropriate follow-up.
• Service management & traceability: Maintains complete, accurate, and up-to-date information regarding completed and pending activities through Salesforce and the management systems defined by the organization.
• Planning & organization: Effectively manages assigned customer portfolio and activities, travel, documentation, parts, tools, and customer commitments while anticipating requirements and risks.
• Communication: Communicates technical information clearly to both technical and non-technical stakeholders.
• Technical English: Understands technical documentation in English and can interact with factory teams, Engineering, and global Technical Support within the scope required by the role.
• Safety mindset: Consistently prioritizes safe execution of all work.
• Collaboration: Works effectively across Field Service, Technical Support, Engineering, Product Management, Sales, and other functions.
• Continuous improvement: Identifies improvement opportunities and actively participates in documenting and optimizing local management system processes and tools.
• Continuous learning: Actively develops technical, application, and process knowledge and adapts to new products and technologies.

Expected Level of Performance – FSE II / Band 5

An FSE II is expected to perform routine and moderately complex service activities with a high degree of independence while recognizing when additional technical expertise or escalation is required.

The role should demonstrate the ability to:

• Independently execute standard preventive and corrective maintenance activities.
• Independently troubleshoot common and moderately complex equipment failures.
• Perform installations, commissioning, configuration, and calibration within the engineer's certified product scope.
• Apply structured troubleshooting and root-cause analysis techniques.
• Understand equipment applications and develop sufficient knowledge of customer processes to provide technically relevant support.
• Communicate professionally with customers throughout the service process.
• Produce accurate and timely technical service documentation.
• Use Salesforce and established management systems to ensure traceability of completed, pending, and future activities.
• Effectively manage service activities and commitments associated with the assigned customer portfolio.
• Anticipate maintenance and service requirements through review of the installed base, outstanding commitments, and scheduled activities.
• Identify technical risks and appropriately escalate complex or unfamiliar situations.
• Identify, document, and channel potential service and business opportunities identified through customer and equipment interactions.
• Actively participate in initiatives to improve the local Field Service management system and documentation.
• Support team members through knowledge sharing and field collaboration.
• Continue developing toward advanced technical, application, and process proficiency within the Minerals Product Line.

Working Conditions

The position involves frequent work at industrial customer sites, including mining and minerals-processing facilities. Depending on the assignment, working conditions may include exposure to dust, noise, vibration, outdoor environments, elevated temperatures, moving machinery, electrical equipment, and work at heights.

The employee must be able to use required personal protective equipment and comply with all Thermo Fisher Scientific and customer-specific safety requirements.

Frequent travel and extended periods away from the employee's home location may be required depending on territory and customer needs.

Purpose of the Role

The FSE II – Minerals Product Line contributes directly to customer satisfaction, equipment lifecycle value, and service business development by ensuring that Thermo Fisher Scientific equipment is safely installed, properly maintained, accurately configured, and effectively supported throughout its operating life.

Through strong technical execution, knowledge of customer applications and processes, effective planning, appropriate traceability of service activities, and a high level of field ownership, the FSE II contributes to maximizing equipment availability, reliability, and performance.

Through direct interaction with customers and knowledge of the installed base, the FSE II also plays an important role in identifying needs, risks, and opportunities that can generate additional value for customers and growth opportunities for the Service organization.

The FSE II also actively contributes to the continuous improvement of local Field Service processes, documentation, and management tools, strengthening Thermo Fisher Scientific's ability to deliver consistent, traceable, and high-quality service while reinforcing its position as a trusted technical partner to our customers.

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