Senior Lead Customer Care Engineer

Work Schedule

Environmental Conditions

• Discover Impactful Work
• Carry out Installation, maintenance and support of Thermo Fisher Scientific’s range of LCMS, HPLC instruments in professional, reliable and customer-orientated manner.
• Train customers in the operation and maintenance of LCMS and HPLC equipment.
• Able to demonstrate routine applications of LCMS and HPLC and able to solve primary level application related issues.
• Have Expertise in Chromatography 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 Liquid Mass Spectrometer.
• Along with Liquid Mass spectrometer experience 5+ Years of experience in handling HPLC
• Knowledge, Skills, Abilities
• Conduct on-site installation of LCMS & HPLC equipment 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