Customer care engineer

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Fluctuating Temps hot / cold, Laboratory Setting, Office, Various outside weather conditions

Job Description

Summary

Responsible for performing the routine / preventive maintenance, servicing, and breakdown repairs on HPLC / IC instruments in North India.

Support the HPLC / IC new installation commissioning, and field solving at customer sites and to provide remote support to the clients as needed.

Delivering demonstrations to ensure the customers are educated on safe and effective equipment use.

Provide complete detailed service reports on a regular basis as soon as service visits are completed.

Understanding customer needs and concerns, Providing a high level of customer service. Ensure that customers receive first class service and support in line with service agreements.

Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.

Actively support to achieving the CAS and business goals.

Take ownership for customer satisfaction for services performed.

Work in accordance to all relevant certification, regulatory requirements and safety norms by company and customers at site.

Travel as per advise by the reporting manager to provide customer service.

Education :

Bachelor’s degree in Instrumentation, Electronics field.

Years of Experience :

More than 2 years working experience handling the same field equipment’s services.

Knowledge, Skills, Abilities :

Liquid chromatography & Ion chromatography hands on experience in relevant Industries & Processes.

To maintain a professional and positive approach whilst being committed to things we value of integrity, intensity, innovation and involvement. Including :

Exceeding customer service level expectations (external & internal)

Working to agreed target days, A focus to finding solutions.

Working within quality and company policy guidelines, Maintaining a professional appearance at all times

Competency :

Effective interpersonal, communication and listening skills., problem solving, customer centric approach

Handling the complicated situations

Experienced in Microsoft applications including Microsoft office.

Strong analytical skills, Interpersonal skills with an ability to handle time efficiently and meet agreed timelines