Lead Customer Care Engineer

Found in: beBee S IN - 1 month ago

Bengaluru, India Thermo Fisher Scientific Full time

Job Description

Job Description

As part of the Thermo Fisher Scientific team, youâll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the worldâs toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for diseases.

Key Responsibilities:

Responsible for front line support for any service, service sales or spare inquiry. support region to achieve revenue targets.

Provide Onsite support for the Installation, calibration, Preventive maintenance, and repair of  GC,  and GCMS

Display integrity, understanding, fact, fairness, and technical knowledge in all customer interactions.

Prioritizes according to business needs and ensures to meet call TAT for contract customers to enable CSO to meet response time agreements, ensure tracking of incoming customer requests and documentation of call handling (e.g., time spend, agreements with customers, attachment of information, etc.).

Achieve specified revenue targets while satisfying customer from instrument repair, installation, and PMâs.

Build relationships with customers to offer and close the sale of service contracts and other service products.

Collaborate with internal partners to resolve customer issues and improve processes.

Handle spare parts: ordering, usage, returns, physical count etc.

Maintain technical proficiency level servicing new instrument and problems by attending trainings, team meetings and remaining up to speed on new products, markets, customers, and competitors.

Manage travel expenses and follow travel policies and guidelines.

Education:

Required: Bachelorâs degree in any electronic engineering, or related field or equivalent work experience and knowledge.

Experience:

Minimum of 6+ years of meaningful experience in a related engineering and/or customer facing role.

Required Qualifications:

Uses effective questioning to identify customer needs.

Exercises judgment setting work priorities and identifies next steps.

Participates as a positive influence for the team.

Quickly adapts to change with positive and constructive feedback.

Working Conditions:

Frequent and travel on short notice to customer site is required and ranges from 50% of work time.

Works both remotely at home (Base location Bangalore) and in a laboratory environment.

May be required to stand for long periods of time while performing duties.

Works safely with chemicals and hazardous materials.

Able to work additional hours and flexible shifts. Stretchable for working hours.

Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation, and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation, and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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