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Technical Support Manager

3 months ago

Mumbai, Maharashtra, India Thermo Fisher Scientific Full time

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific India is seeking a highly skilled and experienced Senior Technical Support Manager to lead and enhance our technical service, training, and troubleshooting efforts for Analytical equipment, specifically In-organic Mass Spectrometry (MS) within the Thermo Fisher customer base. The successful candidate will demonstrate exceptional technical proficiency in the MS product line, with a focus on delivering excellent customer service and optimizing system performance.

Key Responsibilities:

Technical Expertise:

  • Provide advanced technical support for Mass Spectrometry and Chromatography equipment, demonstrating in-depth knowledge of product features and functionalities.
  • Undertake critical product installations at client premises, ensuring compliance with 21 CFR and proficiency in CDS software.

Training and Advisory:

  • Deliver comprehensive training on instrument usage, both in-person and remotely, covering Dos and Don'ts for optimal system performance.
  • Offer technical advice through phone and notes sharing, addressing customer queries and concerns.

Fault finding & Resolution:

  • Investigate difficulties and address faults arising from equipment operation or utilization, suggesting solutions or arranging necessary repairs.
  • Act as a key link between customers and Sales and Marketing, ensuring effective communication and service delivery.

Windows-Based Data Analysis:

  • Demonstrate a good understanding of Windows-based tools for the analysis of data, providing support and guidance to customers as needed.

Coordination and Field Support:

  • Coordinate with Field Service Engineers (FSE), Regional Service Heads (RSH), Zone Sales Managers (ZSM), and customers for efficient problem resolution.
  • Conduct customer visits to diagnose and address repeated problems that remote support or FSEs may be unable to resolve.

Recommendations and Efficiency Goals:

  • Make recommendations on spare parts requirements and contribute to equipment monitoring.
  • Achieve critical metric targets for Productivity through Depot repair & Remote resolution.
  • Prompt maintenance contracts, PM kits, instrument hardware upgrades, software upgrades, and system calibrations to meet service revenue targets.

Travel Requirements:

  • Willingness to travel within the assigned territory and potentially outside in case of emergencies.