Field Service Engineer III; HPLC​/MS)(San Juan Capistrano, CA

Position: Field Service Engineer III (HPLC/MS)(San Juan Capistrano, CA)
This job is with Thermo Fisher Scientific, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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

About Unity Lab Services (ULS)
ULS delivers integrated laboratory services, support, and supply management—from single‑instrument service to full lab operations—helping research, analytical, and clinical customers maximize uptime and productivity.

Position Summary
We’re seeking a Field Service Engineer with advanced HPLC and LCMS expertise to be the primary technical resource at a designated clinical customer site. You’ll own the customer environment, working autonomously on an advanced LCMS stack performing installations, qualifications, preventive maintenance, troubleshooting, and repairs that keep clinical operations running and instruments at peak performance.

Location
Customer is located at San Juan Capistrano, CA and must live within a max of 1hr of the Customer Site with traffic.

Key Responsibilities
LCMS
Installation and site readiness (power, HVAC, benches, gases), IQ/OQ/PQ execution, calibration.
Preventive maintenance (vacuum pumps, turbomolecular service, source cleaning, LC seals, lamps).
On‑site diagnostics and repair (vacuum faults, leaks, detector noise, MS tune/ion optics issues).
Software/firmware updates, instrument control and data system setup, user accounts, backups.
System Calibrations (tuning, calibration, sensitivity checks).
Compliance documentation (GMP logs, service reports, change control, parts traceability).
Customer training on operation, care, basic troubleshooting, safety (solvents, high voltage).
Spare parts/logistics, RMA handling, escalation to factory support, remote diagnostics.
EHS adherence (chemical handling, waste disposal, lockout/tagout), site risk assessment.
KPIs: first‑time fix rate, uptime, PM completion, compliance audit readiness.

Customer Site
Deliver a consistently excellent customer experience by pairing technical execution with proactive communication, transparency, and empathy throughout the service lifecycle.
All FSE interactions at customer sites and remote touchpoints: scheduling, arrival, onsite work, follow-up, and continuous relationship management
Greet, introduce, and confirm purpose of visit; adapt to customer constraints.
Maintain a clean, respectful workspace and minimize disruption.
Set expectations up front: scope, estimated timelines, potential risks, and outcomes.
Provide plain-language explanations of findings and actions.
Proactive Communication
Pre-visit confirmation with requirements and ETA.
Real-time updates if timelines change; immediate notice of critical findings.
Post-visit recap with clear next steps and ownership.

Arrival & Readiness
On-time arrival; confirm safety and site readiness without burdening the customer.
Follow checklists while narrating key steps that matter to the customer (what, why, impact).
Validate outcomes against customer-defined acceptance criteria.
Customer Validation
Demonstrate results (tests, performance before/after); obtain sign-off only after confirming satisfaction.
Clear Documentation
Summarize work performed, parts used, results, and any risks in customer-friendly language; attach evidence in LCMS.
Provide concise recommendations, due dates, and responsible owners; schedule follow-ups before leaving when possible.
Responsiveness & Escalation
SLA Awareness - Track response and resolution commitments
Timely Escalation - Escalate early with clear impact statements and expected timelines; keep the customer updated.
Quality & Continuity
Right-First-Time - Verify parts and procedures to avoid repeat visits; if a return visit is needed, schedule promptly and explain why.
Seamless Handover - Ensure any colleague can pick up from LCMS with full context; notify the customer of the new point of contact if ownership changes.
Trust, Security & Compliance
Data Respect - Protect customer data sensitive content in free text.
Regulatory Confidence and…