Customer Care Engineer

Chromatography & Mass Spectrometry Division

From sample to knowledge to results, the Chromatography and Mass Spectrometry business develops and manufactures leading-edge chromatography and mass spectrometry instruments, consumables, and software solutions for customers working in the analytical sciences (routine testing markets) and scientific research. Our complete workflow solutions enable productivity and efficiency for customers performing food and beverage testing and manufacturing, environmental and industrial testing, biopharma QA/QC, toxicology, and anti-doping. For scientific research customers, our products support a range of focus areas, including proteomics, metabolomics, drug discovery and clinical research.

Roles and Responsibilities:

1. Support Thermo Fisher customers through technical service, installation, operation, training, and repair of specialized analytical equipment like Ion chromatography and have excellent technical competency in the HPLC product line.

2. Undertake product installation on client premises and demonstrate the features related to 21 CFR compliance in the CDS software.

3. 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.

4. Investigate difficulties and solve faults arising from operation or utilization.

5. Rectify problems or suggest solutions or arrange for repairs to be made.

6. Provide an important link between customers and Sales and Marketing.

7. Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.

8. Monitor repairs in terms of the organization's service/warranty cover and making suggestions as to product improvements.

9. Carry out planned maintenance calls and perform regular customer visits.

10. Make recommendations about spare parts requirement and assisting with monitoring equipment.

11. Achieve the assigned spares and Service revenue targets by prompting PM kits, instrument upgrade, software upgrades, and calibration of the systems.

12. Role requires extensive travelling within the territory and may call for travel outside territory if need arises.

Knowledge, Skills, Abilities

Candidate should have minimum 3 to 4 years experience in Analytical equipment like Ion chromatography and have excellent technical proficiency in the HPLC product line.

1. Bachelor of Technology (Biotechnology/Electronics)

2. Fluent written and verbal communication

3. Interpersonal skills suitable for a people-oriented job, requiring interactions with many people both inside and outside the organization

4. Ability to prioritize service requests and produce clear and concise documentation

5. Self-motivated and proactive in technical and support approach.

6. Closely work with the customer in understanding customer pain areas and be a consultant between the organization and the customer thereby helping the customer and organization to achieve our regional commercial goals.

7. Build good rapport with the customer and educate the customer reg. procurement of PM kits annually and reduce DT of the system.