Customer Care Engineer

Job Description

Work Schedule Standard Office Hours (40/wk) Environmental Conditions Laboratory Setting, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.) Job Description About Chromatography & Mass Spectrometry Division! The Chromatography and Mass Spectrometry business creates innovative instruments, consumables, and software solutions for analytical sciences. Roles and Responsibilities: Support Thermo Fisher customers through technical service, installation, operation, training, and repair of specialized analytical equipment like HPLC and CAD (Aerosol detector). Undertake product installation on client premises and demonstrate features related to 21 CFR compliance. Provide training and technical advice on instrument use, both in person and by phone, sharing Dos and Don’ts for optimum performance of the system. Investigate difficulties and solve faults arising from operation or utilization. Rectify problems, suggest solutions, or arrange for repairs to be made. Provide a vital link between customers and Sales and Marketing. Ensure effective service is provided to the customer by maintaining communication between the customer and the company. Monitor repairs in terms of the organization’s service/warranty cover and make suggestions for product improvements. Carry out planned maintenance calls and perform regular customer visits. Make recommendations about spare parts requirements and assist with monitoring equipment. Achieve assigned spares and service revenue targets by promoting PM kits, instrument upgrades, and software upgrades. Extensive traveling within the territory is required, with potential travel outside the territory if needed. Knowledge, Skills, and Abilities: Bachelor of Technology (Biotechnology/Electronics). 4 to 5 experience in analytical equipment like HPLC and CAD (Aerosol detector). Proficient in written and verbal communication. Interpersonal skills needed for a role that involves interacting with various individuals within and outside the company. Ability to prioritize service requests and produce clear and concise documentation. Self-motivated and proactive in technical and support approaches. Work closely with customers to understand their pain areas and act as a consultant between the organization and the customer, helping both achieve regional commercial goals. Build good rapport with customers and educate them about the procurement of PM kits annually, reducing system downtime.