Lead Customer Care Engineer

Work Schedule

Environmental Conditions

Job Description

Thermo Fisher Scientific is a global leader in science services, with $40 billion in revenue annually. Our goal is to help customers improve health and safety worldwide. We offer diverse technologies, easy ordering, and pharmaceutical services through renowned brands. Visit www.thermofisher.com for details.

Responsibilities

• Responsible for performing the routine/preventive maintenance, servicing, and breakdown repairs on GC/GCMS/HPLC instruments in Gujarat & MP (Central Region).
• Support the GC/GCMS new installation commissioning and field solving at customer sites and to provide remote support to the clients as needed.
• Delivering demonstrations to ensure the customers are educated on safe and effective equipment use.
• Provide complete detailed service reports on a regular basis as soon as service visits are completed.
• Understanding customer needs and concerns, Providing a high level of customer service. Ensure that customers receive first-class service and support in line with service agreements.
• Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.
• Actively support to achieving the CAS and business goals.
• Take ownership for customer satisfaction for services performed.
• Work in accordance to all relevant certification, regulatory requirements and safety norms by company and customers at site.
• Travel as per advise by the reporting manager to provide customer service.

Education:

• Bachelor’s degree in Instrumentation, Electronics Field.

Years of Experience:

• Minimum of 7 to 8 years of experience in the field of gas chromatography and mass spectrometry instrument services.

Knowledge, Skills, Abilities:

• Gas chromatography & Mass Spectroscopy and special Gas chromatography analyzer hands on experience in relevant Industries & Processes.
• To maintain a professional and positive approach whilst being committed to things we value of integrity, intensity, innovation and involvement. Including:
• Exceeding customer service level expectations (external & internal)
• Working to agreed target days, A focus to finding solutions.
• Working within quality and company policy guidelines, Maintaining a professional appearance at all times

Competency:

• Effective interpersonal, communication and listening skills., problem solving, customer centric approach
• Handling the complicated situations
• Experienced in Microsoft applications including Microsoft office.

Strong analytical skills, Interpersonal skills with an ability to handle time efficiently and meet agreed timelines.