Lead Customer Care Engineer

Work Schedule

Environmental Conditions

Job Description

Job Title: Lead Customer Care Engineer

Location: Vadodara

About the company

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.

Introduction to the Division /Function

The Environmental and Process Monitoring Team is part of the 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 meet 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 a wide range of analyzers and their services for the 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 accountable for Service revenue, booking, and business development for the West region in India. The Lead Customer Care Engineer will maintain key performance indicators like CAS, DT, RT, DTR, Utilization, and TRD. This role involves encouraging business development opportunities, ensuring flawless service delivery, and driving financial success. The individual will play a crucial part in advancing our mission to provide world-class service solutions!

Responsibility

• Be an integral part of the CAD-EPM service team, spearheading business development including service contract finalization, spares management, upgrades, and ADHOC services.
• Evaluate critical metrics (CAS, DT, DTR, TRD, OCA, Utilization) and strategize growth.
• Achieve financial objectives and complete the order process cycle successfully.
• Meet assigned spares and service revenue targets for the region.
• Improve and achieve DSO through regular calls with the AR team.
• Ensure process compliance and take initiative in performance management, including self-assessment, feedback, goal setting, and ethics training.
• Monitor and ensure timely payment collections for assigned customers.
• Accurately complete customer invoicing and vendor expense statements.
• Follow operational policies and guidelines, such as attendance, leaves, mobile, and travel policies.
• Achieve critical metrics such as RT, DTR, DT, FTFR, and TRD.
• Coordinate customer training and workshops.
• Hire contingent engineers as required.
• Monitor and reduce spare parts consumption under CMC contracts.
• Initiate efforts to increase spare parts localization and repairs.
• Ensure ISO audit compliance.
• Provide accurate revenue and booking forecasts on a weekly basis.
• Attend team and division calls regularly.

Minimum Educational Qualification

• Degree or equivalent experience in Instrumentation / Electronics

Skills, Knowledge and Experience Requirement

• Minimum 10 years of service experience in the analyzer service field.
• Service experience with various gas and dust analyzers used in environmental and process monitoring.
• Preferably experienced with PLC and Data Acquisition System Software.
• Outstanding written and verbal communication skills.
• Proven ability to handle territory independently and be self-motivated.
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.

At Thermo Fisher Scientific, each one of our 100,000 outstanding minds has an exceptional story to tell. Join us and contribute to our remarkable mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.