Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Cold Room/Freezers -22degrees, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Various outside weather conditions
Job Description
Role Description
As a Customer Care Engineer at Thermo Fisher Scientific Inc., you will have the unique opportunity to handle X-Ray fluorescence (XRF) Instruments and attend to installation, maintenance, and break-down calls from customers. Your main responsibility will be to ensure customer satisfaction by delivering a world-class experience through proactive service support for our equipment and software. You will work closely with the Sales Team, Supply Chain, and Finance to guarantee customer satisfaction, problem resolution, and meet targeted organic growth for the business. Additionally, you will participate in the implementation of process improvement initiatives associated with customer-centric service operations.
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Responsibilities
- Ensure customer satisfaction with the performance of our instruments and the intended application.
- Provide proactive service support for equipment and software.
- Establish a mutually beneficial relationship with customers and project Thermo Fisher as a valued partner.
- Collaborate and contribute to achieving the team's commercial goals.
- Work closely with the Sales Team, Supply Chain, and Finance to ensure customer satisfaction and problem resolution.
- Participate in the implementation of process improvement initiatives.
- Maintain and update all necessary records related to customers.
- Guide customers in planning and maintaining optimum spare stock.
- Provide pre-installation, installation, and warranty services.
- Meet or exceed the business commercial plan.
- Embrace Thermo Fisher's culture and methodology to meet all performance goals and targets.
Qualification
To be successful in this role, you should have a Bachelor of Engineering (BE) in Electronics/Instrumentation with a minimum of 75% marks in aggregate. Additionally, you should have a minimum of 3 years of experience in handling XRF instruments.
Skills
- Ability to plan and ensure on-time execution of PM, BD, and installations.
- Knowledge of handling high-value sensitive electrical and instrumentation-based equipment.
- Willingness to travel frequently.
- Excellent communication skills in English, both verbal and written.
Knowledge
In-depth knowledge of both EDXRF and WDXRF is necessary to manage and grow the business. Process knowledge of these sectors will be an added advantage for the deserving candidate. Additionally, knowledge and experience of component-level fault finding and repair, as well as experience with Microsoft OS (both new and older versions), are expected.
Experience
- Experience working in Cement and Metal Industries.
- Process knowledge of cement, Steel, and Aluminum will be an added advantage.
- Experience in planning and overseeing the installation and commissioning of high-cost equipment.
- Proficiency in the latest computer hardware and software is essential.