Customer Care Engineer

Chromatography & Mass Spectrometry Division Job

From sample to knowledge to results, the Chromatography and Mass Spectrometry business develops and manufactures innovative 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:

-Support Thermo Fisher customers through technical service, installation, training and repair of specialized analytical equipment like HPLC, CAD.

-Undertake product installation on client premises and demonstrate the features related to 21 CFR compliance.

-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 instrument.

-Investigate faults arising from operation or utilization of instrument, resolve problems or suggest solutions or arrange for repairs to be made.

- Work independently as part of a service team for HPLC products, dedicated to the CMD division.

- Carry out annual preventive maintenance on equipment, promoting timely replacement of PM kits and consumables.

-Accurately document service activities in the field by drafting service and technical reports.

- Communicate effectively internally with field application engineers, Technical support managers, service managers, sales engineers, etc.

- Actively participate in continuous improvement projects to enhance service quality and efficiency.

- Responsible for individual and regional KPIs such as Response time, Down time, CAS etc.

Knowledge, Skills, abilities:

- Bachelor of Technology / Engineering in Electronics

- Minimum 3 to 6 yrs experience in analytical instrument like HPLC

- Excellent interpersonal skills (oral and written).

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

- Ability to prioritize service requests and communicate effectively with customers.

- Self-motivated and demonstrate proactive approach.