Customer Care Engineer

Work Schedule

Environmental Conditions

• 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.
  

• 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.