Senior Lead Customer Care Engineer

Work Schedule

Environmental Conditions

Job Description

• 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