Technical Support Manager

Work Schedule

Environmental Conditions

Job Description

Thermo Fisher Scientic India is seeking a highly skilled and experienced Technical Support Specialist to enhance our technical service, training, and troubleshooting efforts for Analytical equipment, specifically Mass Spectrometry (MS) and Chromatography (HPLC) within the Thermo Fisher customer base. The successful candidate will demonstrate exceptional technical proficiency in the MS and HPLC 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 essential 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 KPI 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.