Lead Customer Care Engineer
The role is of a hands-on senior engineer (individual contributor) who could make a difference to the product in terms of the design and architecture, and actively contribute to the development of new features.
The role is expected to actively participate in various scrum ceremonies such as Story grooming, sprint planning sessions etc., and contribute towards identifying technical risks, alternate solutions to various problems 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
Qualification (mention the qualification which are both mandatory and good to have too. Include any certifications / publications that may be considered)
- Bachelor Degree in Engineering or Technology in Electronics /Instrumentation/ Electrical
Skills, Knowledge and Experience
Minimum of 8+ years of directly related experience. Has experience on Process Monitoring products like SOLAII, Mass spectrophotometer products, Nucleonic Level, Flow and Density Gauges 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.
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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.
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- Last updated:
- Job type:
- Full time
- Position type:
- Minimum experience:
- Between five and ten years
- Compulsory Education
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