Customer Care Engineer

Work Schedule

Environmental Conditions

Roles and Responsibilities:

• Support Thermo Fisher customers through technical service, installation, operation, training and repair of specialized – Analytical equipment like Ion chromatograpy and have excellent technical competency if the HPLC product line.
• Undertake product installation on client premises and demonstrate the features related to 21 CFR compliance. In the CDS software.
• Provide training and technical advice on instrument use, both in person and by phone by sharing Dos and Don’ts for optimum performance of the system.
• Investigate difficulties and solve faults arising from operation or utilization.
• Rectify problems or suggest solutions or arrange for repairs to be made.
• Provide an important link between customers and Sales and Marketing.
• Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
• Monitor repairs in terms of the organization’s service / warranty cover and making suggestions as to product improvements.
• Carry out planned maintenance calls and perform regular customer visits.
• Make recommendations about spare parts requirement and assisting with monitoring equipment.
• Achieve the assigned spares and Service revenue targets by prompting PM kits, instrument upgrade, software upgrades and calibration the systems.
• Role requires extensive travelling within the territory and may call for travel outside territory if need arises
  

Knowledge, Skills, Abilities

• Bachelor of Technology (Biotechnology/ Electronics
• Fluent written and verbal communication
• Interpersonal skills suitable for a people-oriented job, requiring interactions with many people both inside and outside the organization
• Ability to prioritize service requests and produce clear and concise documentation
• Self-motivated and proactive in technical and support approach.
• Closely work with customer in understanding customer pain areas and be consultant between organization and the customer thereby helping the customer and organization to achieve our regional commercial goals.
• Build good rapport with customer and educate the customer reg. procurement of PM kits annually and reduce DT of the system.