Lead Customer Care Engineer

Job Description

Discover Impactful Work:

When you join us at Thermo Fisher Scientific, you’ll be a part of an inquisitive team that shares your passion for exploration and discovery & 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. 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.

Job Description:

Carry out Installation, maintenance, and support of Thermo Fisher Scientific’s range of AAS/ICPOES & ICPMS instruments in professional, reliable and customer-orientated manner.

Provide training to customers in the operation and maintenance of equipment Responsibility for meeting customer SLA and internal critical metric objectives.

To achieve service revenue budget by championing company products, developing strong customer relationships and working closely with commercial and operations teams.

To be highly responsive and proactive in dealing with customer’s needs and maintain close relationships with Company Sales, Marketing and Service teams to assure quality outcomes for all service & product issues raised. To carry out your employment in an efficient and commercially appropriate manner

Education:

• Degree in Instrumentation / Electronics.

Experience:

• 5+ years of hands-on experience servicing TEA equipment’s, Knowledge, Skills, Abilities

• Conduct on-site installation of AAS/ICP-OES/ICP-MS equipment and follow testing procedures to ensure accurate working order.

• Conduct on-site scheduled planned maintenance visits.

• Provide troubleshooting and repair support for customers and other field service personnel.

• 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 system.

• Act as a subject expert and resource for training.

• 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.

• Learn & Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement.