Lead Customer Care Engineer

Lead Customer Care Engineer

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Various outside weather conditions

Job Description

Job Description

When you join us at Thermo Fisher Scientific, you’ll be 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.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.

• Discover Impactful Work
• Carry out Installation, maintenance and support of Thermo Fisher Scientific’s range of AAS, ICP-OES and ICP-MS instruments in professional, reliable and customer-orientated manner.
• Train customers in the operation and maintenance of AAS, ICP-OES and ICP-MS instruments.
• Able to demonstrate routine applications of AAS, ICP-OES and ICP-MS instruments and able to solve primary level application related issues.
• Have Expertise in related software and able to demonstrate software features to customers.
• Responsibility for meeting customer Service KPI’s (Key Performance Indicator) and internal critical metric objectives. Understand the company process and follow as per guidelines.
• Achieve service revenue by championing company products, developing strong customer relationships and working closely with commercial and operations teams.
• Highly adaptable and proactive in taking care of customer’s needs and maintain close relationships with Company Sales, supply chain, technical support and Service teams to assure quality outcomes for all service & issues raised by customer.
• Accountable and responsible for Customer accounts assigned to satisfy the customer needs.
• Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.
• Work in accordance with all relevant certification, regulatory requirements and safety norms by company and customers at site.
• Ready to Travel as per advice by the reporting manager to provide customer service.
• Demonstrate the owner ship to handle the focus accounts customers

• Education
• Degree in Instrumentation / Electronics.

• Experience
• 7-10+ years of hands-on experience in servicing of AAS, ICP-OES and ICP-MS instruments.

• Knowledge, Skills, Abilities
• Conduct on-site installation of AAS, ICP-OES and ICP-MS instruments and follow testing procedures to ensure accurate working order
• Conduct on-site scheduled planned maintenance visits
• Offer solving and repair support for customers
• 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 the system
• 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

Experience Level

Senior Level