Lead Customer Care Engineer

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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

Candidate is expected to decide the high level strategies for business developments. Person is expected to demonstrate leadership qualities in developing the service organizations, develop strong mechanisms to track and monitor the critical metrics, take necessary corrective actions etc.

• Develop technical expertise on products so as to carry out Inspection of all operating parts of analyzers to ensure proper operation within expected tolerances and fine-tune and troubleshoot equipment for proper operation as required. Interact with manager during field service and update daily status. Co-ordinate with team members & Service Coordinator weekly to update both technical & commercial issues of Customer. Provide firm
• Schedule of visits for site as assigned or as per Customer WOs
• Monitor and Track various contracts and related revenues under execution.
• Identify and create opportunities for finalizing service contracts and sale of spare parts.
• Maintain, manage and update databases & online portal regularly
• Clearly and professionally interact with customer, regarding status of visit schedule/ Parts information/ commercial updates on a routine basis
• Able to determine tools and equipment required to perform scope of job
• Perform routine maintenance on equipment, and assist in establishing preventative maintenance schedules with customer. Prepare and provide documentation as per audit requirements.
• Assemble, align, and install equipment as necessary and keep a track of warranty services etc
• Travel, approximately 80-85% of the time.
• Minimum of 10+ years of directly related experience. Has experience on Analytical Instrumentation. Environment Monitoring like Ambient Air Quality Monitoring Systems, Stack Emission Monitoring Systems, Mercury Emissions Monitoring Systems, Opacity Monitoring, Industrial Hygiene Products etc.
• - Good analytical & Technical knowledge in required field
• - Good Communication & presentation Skill
• - Good People management skills for Managing customers & junior technicians.
• - Seriousness & positive attitude to job with proper conduct.
• - Willing to Relocate and flexible for extensive touring as per site requirement.