Job Description

Job Title: Lead Customer Care Engineer About Company: Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of $35 billion and approximately 90,000 employees globally. Our Mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services. About Chromatography & Mass Spectrometry Division! From sample to knowledge to results, the Chromatography and Mass Spectrometry business develops and manufactures leading-edge chromatography and mass spectrometry instruments, consumables, and software solutions for customers working in the analytical sciences (routine testing markets) and scientific research. Our complete workflow solutions enable productivity and efficiency for customers performing food and beverage testing and manufacturing, environmental and industrial testing, biopharma QA/QC, toxicology, and anti-doping. For scientific research customers, our products support a range of focus areas, including proteomics, metabolomics, drug discovery and clinical research. Roles and Responsibilities: 1.Support Thermo Fisher customers through technical service, installation, operation, training and repair of specialized – Analytical equipment like Ion chromatography and have excellent technical competency in the HPLC product line. 2.Undertake product installation on client premises and demonstrate the features related to 21 CFR compliance. In the CDS software. 3.Provide training and technical advice on instrument use, both in person and by phone by sharing Dos and Don’ts for optimum performance of the system. 4.Investigate difficulties and solve faults arising from operation or utilization. 5.Rectify problems or suggest solutions or arrange for repairs to be made. 6.Provide an important link between customers and Sales and Marketing. 7.Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer. 8.Monitor repairs in terms of the organization’s service / warranty cover and making suggestions as to product improvements. 9.Carry out planned maintenance calls and perform regular customer visits. 10.Make recommendations about spare parts requirement and assisting with monitoring equipment. 11.Achieve the assigned spares and Service revenue targets by prompting maintenance contracts, PM kits, instrument upgrade, software upgrades and calibration the systems. 12.Role requires extensive travelling within the territory and may call for travel outside territory if need arises Knowledge, Skills, abilities 1.Bachelor of Technology (Instrumentation/ Electronics) 2.Fluent written and verbal communication 3.Interpersonal skills suitable for a people-oriented job, requiring interactions with many people both inside and outside the organization 4.Ability to prioritize service requests and produce clear and concise documentation 5. Self-motivated and proactive in technical and support approach. 6.Closely work with customer in understanding customer pain areas and be consultant between organization and the customer thereby helping the customer and organization to achieve our regional commercial goals. 7.Build good rapport with customer and educate the customer regarding our maintenance contract entitlements and procurement of PM kits annually to improve system availability.