Sr. Lead Customer Care Engineer

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Various outside weather conditions

Job Description

When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Location/Division Specific Information

(When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.)

Discover Impactful Work:

Carry out Installation, maintenance and support of Thermo Fisher Scientific’s range of LC/LCMS instruments in professional, reliable and customer-orientated manner

Train customers in the operation and maintenance of equipment

Responsibility for meeting customer SLA and internal critical metric objectives

To handle critical issues in the region independently

To achieve service revenue budget by championing company products, developing strong customer relationships and working closely with commercial and operations teams

To be highly responsive and proactive in dealing with customer’s needs and maintain close relationships with Company Sales, Marketing and Service teams to assure quality outcomes for all service & product issues raised

To carry out your employment in an efficient and commercially appropriate manner

Education

• Degree in Instrumentation / Electronics.

Experience

• 10+ years of hands-on experience servicing Mass Spectrometry equipment

Knowledge, Skills, Abilities

• Conduct on-site installation of LSMS/IOMS equipment and follow testing procedures to ensure accurate working order
• Conduct on-site scheduled planned maintenance visits
• Provide troubleshooting and repair support for customers and other field service personnel
• Cultivate and develop positive working relationships with customers, system users and company personnel
• Complete and submit field service reports
• Provide training for customers and users on system maintenance Provide feedback to product quality teams
• Provide feedback for various reports including identifying and isolating outstanding problems with system
• Act as a subject expert and resource for training
• Must have strong interpersonal and effective communication skills.
• Work independently and as part of a group, to accomplish individual and team objectives as well as resolve routine customer concerns
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

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.

Apply today! http://jobs.thermofisher.com

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.