Customer Care Engineer
Thermo Fisher Scientific, Inc.
Noida, India
6d ago

Job Description

Job Title : Customer Care Engineer

Job Location : Noida

Reporting to : Regional Service Head, IES CMD Service Organization

Role & Responsibilities

Purpose : - The incumbent will be responsible for the identified list of customers and will be accountable & responsible for the end to end requirement of maintaining the customer instruments and Customer Allegiance Score.

Requirement for the CAD Molecular products Service to cover Rajasthan, Haryana, UP (Excluding Bihar).

Responsibilities :

  • Attend all Breakdown calls and closure within the assigned service parameters of response time by proper allocation of time to achieve customers satisfaction.
  • Have complete ownership of the service delivery process for the assigned customer base.
  • Providing timely Preventive maintenance to the assigned set of customers. (primary and Secondary) by keeping the data of PMs for assigned customer base to justify AMC charges
  • Achievement of financial objectives as assigned and completion of the cycle of order process.
  • Achieve the assigned spares and Service revenue targets. Keeping track of ensuring payment collections for the transactions done for the assigned customer base.
  • Timely reporting of all service reports, weekly reports, expense statements and any other data which is asked from time to time through Service Portal and emails to ensure communication flow.
  • Follow guidelines on attendance, leaves, mobile policies, travel policies, and other policies to achieve proper discipline of operations
  • Candidate Requirement :

    Education & Experience levels : BE / Diploma in Engineering

    Nature of experience : 3 - 6 years of experience in field service for analytical instruments.

    Knowledge Required : Should have knowledge of chromatography products.

    Skills : Should have adequate technical knowledge of UV-VIS / FTIR / Nanodrop to rectify and maintain.

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