Customer Care Engineer At Thermo Fisher Scientific

Job Description

When you join us at Thermo Fisher Scientific, you’ll be a part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Location/Division Specific Information

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.

Discover Impactful Work

• Carry out Installation, maintenance and support of Thermo Fisher Scientific’s range of LC/LCMS/IOMS/IRMS instruments in a professional, reliable and customer-orientated manner
• Train customers in the operation and maintenance of equipment
• Responsibility for meeting customer SLA and internal critical metric objectives
• To achieve service revenue budget by championing company products, developing strong customer relationships and working closely with commercial and operations teams
• To be highly responsive and proactive in dealing with customer’s needs and maintain close relationships with Company Sales, Marketing and Service teams to assure quality outcomes for all service & product issues raised
• To carry out your employment in an efficient and commercially appropriate manner.

Education

• Degree in Instrumentation / Electronics.

Experience

• 4-6 years of hands-on experience servicing Mass Spectrometry equipment

Knowledge, Skills, Abilities

• Conduct on-site installation of LSMS/IOMS equipment and follow testing procedures to ensure accurate working order
• Conduct on-site scheduled planned maintenance visits
• Provide troubleshooting and repair support for customers and other field service personnel
• Cultivate and develop positive working relationships with customers, system users and company personnel
• Complete and submit field service reports
• Provide training for customers and users on system maintenance Provide feedback to product quality teams
• Provide feedback for various reports including identifying and isolating outstanding problems with system
• Act as a subject expert and resource for training
• Must have strong interpersonal and effective communication skills.
• Work independently and as part of a group, to accomplish individual and team objectives as well as resolve routine customer concerns
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement complete ownership of the service delivery process for the assigned customer base.

• Providing timely Preventive maintenance to the assigned set of customers. (primary and Secondary) by keeping the data of P.Ms for assigned customer base to justify AMC charges
  Achievement of financial objectives as assigned and completion of the cycle of order process. Achieve the assigned spares and Service revenue targets. Keeping track of ensuring payment collections for the transactions done for the assigned customer base.
• Timely reporting of all service reports, weekly reports, expense statements and any other data which is asked from time to time through SFDC and emails to ensure communication flow.
• Follow guidelines on attendance, leaves, mobile policies, travel policies, and other policies to achieve proper discipline of operations
• Education / Qualification: Diploma / Graduation in Electronics engineering.
• Experience Requirements: 3 – 5 years experience in the field of Laboratory equipments.

Knowledge, Skills and Abilities required for this role

• Good Knowledge on maintenance and servicing and Laboratory equipments (CO2 INCUBATORS, CENTRIFUGES, OVEN, Furnaces, refrigerator, ULT freezers)
• Good learning capability.
• Good communication and efficient working at the customer location.