This position involves the Installation, Service, Maintenance & Field upgrades of the Thermo Fisher product portfolio of the Transplant Diagnostic Division with an objective to keep all the instruments operational as per technical specification and to achieve customer satisfaction.
Position summary include the following (other duties may be assigned) :
Work independently & to provide services to TDX customers. This includes Installations, Training, validation support, Remote and On-
site Diagnostics and Repair Services and Preventative Maintenance visits.
Ensure all the eligible products are under service contracts & achieve the service revenue target.
Provide technical assistance, consultation and problem solving to customers as necessary.
Ensuring accurate documentation & submission through the appropriate system of all field service activities, including installation reports and service work reports.
Ensuring customer satisfaction in all aspects of services provided. Follow up on DOA and Hot Account sites to ensure customer issues are accurately and timely communicated to the appropriate authority, solution developed and eventually solved.
Implement key account strategies for high profile customers and maintain good relationship with opinion leaders at customer site.
Share experience and best practice of product services and applications with colleagues.
Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness.
Effectively communicate competitive information and additional sales opportunities to sales counter parts / lead share portal.
Ability to travel throughout the assigned region as & when required.
Submit service activity reports & business expense reports on a timely basis.
Ensure Strict Compliance with Organization Policy for all team members.