Customer Care Engineer

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Able to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Laboratory Setting, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description
About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

About Chromatography & Mass Spectrometry Division

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( Aerosol detector)
• 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.
• Role requires extensive travelling within the territory and may call for travel outside territory if need arises

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.