Lead Customer Care Engineer

Job Description

About the companyThermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue exceeding $30 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 80,000 colleagues delivers an unrivaled 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 and Patheon. For more information, please visit www.thermofisher.com .Introduction to the Division /Function Molecular Spectroscopy is a part of the Materials & Structural Analysis Division (MSD). The products include FTIR (Mid, Near, and Far Infrared), UVVISIBLE, Raman, NMR Spectroscopy, FTIR Microscope. These products are used in QA/QC, R&D laboratory, and Process monitoring. These products have applications in almost all market segments like Pharmaceutical, Polymer, Petrochemical, Automotive, Forensic etc.Role DescriptionThis position is for a leader who will be responsible for Eastern Region Molecular service Team operation. He will build a high-performance Team with strong focus on customer satisfaction, and business profitability. He should be able to lead the Team from front and continuously improve Team performance.Responsibilities

• Build a Team with a right blend of experience and skill that will ensure strong customer satisfaction.
• Develop a win-win relation with customer and project Thermo Fisher as a valued partner.
• Achieve business commercial goals for Eastern region and plan continuous business growth with improvement in productivity.
• Adhere to Thermo Fisher methodology and improve processes that will lead to lower wastage of resources and ensure high productivity.
• Communicate openly with Team to achieve maximum execution clarity. Ensure customer is satisfied with the performance of our instrument and the intended operational goal of customer.
• Work closely with Sales Team / Supply Chain and Finance to ensure customer satisfaction and problem resolution.
• Participate in implementation of process improvement initiatives associated with customer centric service operation.
• Maintain and update all necessary records related to the customers of Eastern region. Adhere to all Thermo Fisher methodology and meet high ethical standard.
• Ensure all KPI like RT, DT, DTR etc. are achieved. Provide weekly revenue and booking forecast and meet business AOP for your region.

Qualification

• Candidate should be Bachelor of Engineering (BE) in Electronics / Instrumentation with minimum 75% marks in aggregate.
• Candidate should have minimum 5 years of experience in handling FTIR, UV-VIS Spectrometer, Raman Spectrometer, FTIR Microscope etc.

Skills, Knowledge and ExperienceSkills:

• Candidate should be technically competent and have skill set to handle products and customers.
• He should have strong communication skill to handle both internal and external customers. Candidate should have experience of interacting and managing customers expectations, especially in Academics and Pharma sector.
• In-depth knowledge in Molecular Spectroscopy products are necessary to manage and grow the business.
• Experience of revenue & booking forecasting to meet AOP.
• The position requires extensive travelling and should be ready to travel in a short notice.

Knowledge:

• Candidate should have experience in installation, commissioning and maintenance of computer controlled high cost analytical instruments like FTIR, NMR, Raman spectrometers.

Experience:

• Candidate should have strong product knowledge and ability to lead a high-performance team for at least 5 years.
• Candidate should also have updated statutory regulation requirements in market segments like Pharmaceutical, Polymer, Petrochemical, Automotive, Forensic etc.

At Thermo Fisher Scientific, each one of our 80,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.comThermo 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.Apply Now,

Keyskills :
technical supportbasiclife sciencesdemoprocess improvement initiativescalibrationbusiness growthproduct knowledgecustomer centriccontrollerssupply chain