Job Description

: Job Title: Lead Customer Care Engineer Location: Mumbai About the company Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our custome

: Job Title : Lead Customer Care Engineer Location : Mumbai About the company Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit . Introduction to the Division /Function Environmental and Process Monitoring Team is part of CAD Division of Thermo Fisher Scientific. Thermo Scientific Environmental division provides products and service solutions for Ambient air quality analysis, continuous Emissions and Source Gas Monitoring systems that meets Indian government regulations & industrial safety standards. Some popular air quality analysis products are PM10, PM2.5, CO, NOX, SO2, O3, CO2, Nh3, Calibrator, Analyzers and other. We also provide wide range of analyzers and their services for process monitoring system as well. Some popular process monitoring products are SOLA-II, Mass Spectrometer, Flow Computer, Gas and Liquid Density meters and others. Role Description/Position Summary This position is responsible for Service revenue, booking, business development for West region in India. They are also responsible to maintaining the key performance indicator like CAS, DT, RT, DTR, Utilization, TRD, etc. Responsibility This position will be a part of CAD-EPM service team. This position is also expected for the business development opportunities which includes finalization of service contract, spares, revamping, reinstallation, upgrades or any other kind of ADHOC services, finalization of Multi-Vendor Contract and YOY revenue growth planning. Analysis of different KPI (CAS, DT, DTR, TRD, OCA, Utilization) parameters and It's development plan. Achievement of financial objectives as assigned and completion of the cycle of order process. Achieve the assigned spares and Service revenue targets for region. Achieving and improving DSO. (Weekly call with AR team) Process Compliance and Initiatives (Timely closure of performance management- Self assessment, feedback, goal setting, midyear, ethics & compliance training. All of these will be applicable). Keeping track of ensuring payment collections for the transactions done for the assigned customer base. Timely completion of all the Customer and Invoicing and Vendor expense statements submission. Other data which is asked from time to time through Mobility Portal and emails to ensure communication flow. Follow guidelines on attendance, leaves, mobile policies, travel policies, and other policies to achieve proper discipline of operations. Meet the Service KPIs like RT (Response Time), DTR (Days to Repair), DT (Down Time), FTFR (First Time Fix Rate), TRD (Timely Reporting Delay) Arrangement of Customer training, workshop. Hiring Contingent Engineer as on required. Monitoring and reducing the spares parts consumption under CMC contract. Taking initiatives to increase spares parts localization and repairing. Fulfill the ISO audit compliance. Proving accurate revenue (Backlog, due billing, T&M, B&B etc.) and boking forecast on weekly basis. Attend all the call within the team and division. Minimum Educational Qualification Degree in Instrumentation / Electronics Skills, Knowledge and Experience Requirement: Minimum 10 years of service experience in Analyzer service field. Service Experience in different kind of gas and dust analyzer used in environment monitoring & process monitoring are preferred. Working experience in PLC and Data Accusation System Software are also preferred. Excellent communication skills, written and verbal. Independently handling the territory and be self-motivated. Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement. At Thermo Fisher Scientific, each one of our 1,00,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer. Apply today Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status