Regional Service Specialist – LC​/MS (West Coast

Regional Service Specialist – Liquid Chromatography / Mass Spectrometry

When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers find cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

The Regional Service Specialist – Liquid Chromatography / Mass Spectrometry is responsible for providing advanced technical and field service support to customers throughout the assigned region (California, Oregon, and Washington). This position will manage key aspects of customer service and relationship management, including installations, repairs, preventative maintenance, technical troubleshooting, and escalations.

The Regional Service Specialist will also serve as a technical resource for Field Service Engineers within the region, supporting mentoring, certification, troubleshooting, and continuous improvement efforts. This individual will be customer-focused, an advocate for Thermo Fisher Scientific, and committed to improving service performance, customer satisfaction, and growth within the region.

Essential Duties and Responsibilities

• Maintain a strong customer focus while working in conjunction with Field Service Management, Instrument Sales, and other internal partners.
• Utilize customer management software to track service calls, manage parts inventories, document activities, and complete assigned job tasks.
• Review customer reports and documentation and inspect malfunctioning products to determine the nature and scope of technical issues.
• Provide advanced technical assistance to Field Service Engineers by reviewing service documentation, troubleshooting instrument issues, and helping determine appropriate corrective actions.
• Analyze inspection and troubleshooting findings to determine the source of problems and recommend repairs, replacement, or other corrective actions.
• Coordinate problem resolution with engineering, customer service, sales, and other personnel to expedite repairs and improve customer experience.
• Analyze instrument-generated data and performance reports related to technical issues and recommend modifications or corrective actions that may help prevent future occurrences.
• Serve as a communication link between customers and Thermo Fisher Scientific to help ensure effective and timely service.
• Develop and conduct training on the safe operation of equipment and demonstrate technical skills to colleagues and customers.
• Maintain required continuous education, technical training, and certifications for advanced products.
• Perform on-site installations, repairs, preventative maintenance, troubleshooting, and other field service activities as required.

Regional Service Specialist Responsibilities

• Provide technical leadership and support for customer escalations within the assigned region.
• Support the mentoring, development, and certification of Field Service Engineers within the region to improve technical readiness and customer response.
• Review Service Data/Metrics to identify areas of improvement for individual FSE's
• Partner with other Regional Service Specialists on best practices and knowledge sharing
• Coordinate problem resolution between engineering, sales, customer service, Field Service, and other internal partners to enable expedited repairs and improve customer satisfaction.
• Attend and/or host "Hot Account" meetings as the Regional Service Specialist representative when required.
• Serve as a regional technical resource for complex LC/MS service issues and escalations.
• Partner with regional service leadership to identify opportunities to improve service performance, technical capability, customer satisfaction, and revenue growth.
• Perform other duties as assigned to support regional business and customer needs.

Minimum Experience, Education, Knowledge, Skills, and Abilities

• 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…