Lead Customer Care Engineer

Work Schedule

Environmental Conditions

Job Description

Job Title: Lead Customer Care Engineer

Location: Mumbai

About the company

Thermo Fisher Scientific Inc. is the world leader in serving science, with an annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are driving progress in life sciences research, solving intricate analytical challenges, streamlining operations in their laboratories, improving patient health through diagnostics, or leading the way in life-changing therapies, we are here to offer assistance. Our distributed team of over 100,000 colleagues collaborates across different locations to provide an outstanding combination of brand-new technologies, convenient purchasing options, and pharmaceutical services. We are proud to represent leading brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. For more information, please visit www.thermofisher.com.

Introduction to the Division /Function

Environmental and Process Monitoring Team is part of CAD Division of Thermo Fisher Scientific. Thermo Scientific Environmental division provides products and service solutions for Ambient air quality analysis, continuous Emissions, and Source Gas Monitoring systems that meet Indian government regulations & industrial safety standards. Some popular air quality analysis products are PM10, PM2.5, CO, NOX, SO2, O3, CO2, Nh3, Calibrator, Analyzers and other.

We also provide a wide range of analyzers and their services for process monitoring systems as well. Some popular process monitoring products are SOLA-II, Mass Spectrometer, Flow Computer, Gas and Liquid Density meters, and others.

Thermo Fisher Scientific Inc. is looking for a highly motivated and skilled Manager, Field Service to join our team in India. This position is expected to lead various PPA businesses. As the Manager, Field Service, you will be responsible for overseeing service delivery in our various PPA businesses. This role provides an opportunity to build a strong service organization with excellent technical expertise and establish effective methods to monitor and track service performance.

Role Description/Position Summary

This position is responsible for Service revenue, booking, and business development for the western region of India. It is also responsible for maintaining key performance indicators like CAS, DT, RT, DTR, Utilization, TRD, etc.

Candidate is expected to decide the high level strategies for business developments. We are seeking a candidate who can effectively improve the service organizations, establish efficient methods to track and monitor critical metrics, and implement appropriate corrective measures, among other responsibilities.

Responsibility

• This position will be part of the CAD-EPM service team. It is also expected to handle business development opportunities, which include finalizing service contracts, spares, revamping, reinstallation, upgrades, or any other kind of ADHOC services, finalizing Multi-Vendor Contracts, and YOY revenue growth planning.
• Evaluation of various critical metrics (CAS, DT, DTR, TRD, OCA, Utilization) and the corresponding improvement plan.
• Achievement of financial objectives as assigned and completion of the cycle of order process.
• Achieve the assigned spares and Service revenue targets for the region.
• Achieving and improving DSO. (Weekly call with AR team)
• Process Compliance and Initiatives (Timely closure of performance management- Self-assessment, feedback, goal setting, midyear, ethics & compliance training. All of these will be applicable).
• Keeping track of ensuring payment collections for the transactions done for the assigned customer base.
• Ensuring all Customer and Invoicing and Vendor expense statements are completed accurately and submitted.
• Other data that is asked from time to time through the Mobility Portal and emails to ensure communication flow.
• Adhere to guidelines on attendance, leaves, mobile policies, travel policies, and other policies to maintain efficiency within the subject area.
  Achieve the service's critical metrics such as RT (Response Time), DTR (Days to Repair), DT (downtime), FTFR (First Time Fix Rate), and TRD (Timely Reporting Delay).
• Arrangement of Customer training, and workshop.
• Hiring Contingent Engineer as required.
• Monitoring and reducing the spare parts' consumption under the CMC contract.
• Taking initiatives to increase spare parts localization and repair.
• Fulfill the ISO audit compliance.
• Proving accurate revenue (Backlog, due billing, T&M, B&B etc.) and boking forecast on weekly basis.
• Attend all the calls within the team and division.

Minimum Educational Qualification

• Degree in Instrumentation / Electronics

Skills, Knowledge, and Experience Requirement:

• Minimum 6 years of service experience in the Analyzer service field. Experience in different kinds of gas and dust analyzers used in environment monitoring & process monitoring. Working experience in PLC and Data Accusation System Software is also preferred.
• Excellent communication skills, written and verbal.
• Independently handling the territory and being self-motivated.
• Demonstrate Thermo Fisher Scientific 4 i values – Integrity, Intensity, Innovation, and Involvement.