Customer Care Engineer

Customer Care Engineer

Thermo Fisher Scientific Inc., a global science leader, seeks a Customer Care Engineer to join its innovative team.

Roles and Responsibilities

• Support Thermo Fisher customers through technical service, installation, operation, training, and repair of specialized analytical equipment like IC, GC, HPLC and TEA Product line.
• Undertake product installation on client premises and demonstrate features related to 21 CFR compliance in the CDS software.
• Provide training and technical advice on instrument use, both in-person and by phone, sharing essential Dos and Don'ts for optimum system performance.
• Investigate difficulties, solve faults arising from operation or utilization, and suggest solutions or arrange for repairs.
• Act as a critical link between customers and Sales and Marketing, ensuring effective service delivery.
• Monitor repairs under warranty and make product improvement suggestions.
• Perform planned maintenance calls and regular customer visits.
• Recommend spare parts requirements and assist with monitoring equipment.
• Achieve assigned spares and service revenue targets by promoting contracts, PM kits, instrument upgrades, and software upgrades.
• Extensive traveling within the territory, with occasional travel outside if necessary.

Knowledge, Skills, and Abilities

• Bachelor of Technology in Instrumentation/Electronics.
• Candidate should have minimum 3 to 4 yrs experience in HPLC and TEA Product line
• Proficient in written and verbal communication.
• Strong interpersonal skills for effective interaction with diverse individuals inside and outside the organization.
• Ability to prioritize service requests and produce clear, concise documentation.
• Self-motivated and proactive approach to technical support.
• Ability to understand customer difficulties and act as a consultant to achieve regional commercial goals.
• Build good rapport with customers and educate them on maintenance contract entitlements and annual procurement of PM kits to improve system availability.

Join us and help successfully implement our vision while competing on a world-class stage. Your contributions will determine the flawless support we offer to our clients!