Key Responsibilities:
• Technical support for a Key Customer in the region
• Act as a single point of Contact (SPOC) to proactively identify customer needs and channel the requests to appropriate service team including management of technical escalations when necessary
• Identify parts required for repairs and maintenance, providing necessary quotation and ensuring prompt delivery of parts and consumables
• Warranty case management
• Ensure the customer has the relevant technical documentation
• Installation, Maintenance and Repairs of our equipment and Training and Familiarization of Partner and Customer
• Service Support of our Distribution Partner in the region
• Technical support for our Distribution Partner and Customer
• Close Partnership and strong relation with our sales Team
• Make sure to transfer our high quality standards to partner and customer
• Documentation of Service Jobs and Travel activities in weekly and monthly reports
• Close contact to support Teams of the Factories
• Participation at Exhibitions, Meetings and Seminars with distribution partner and customer
• Coordinating Training of distribution partner engineers and mentoring
• To enhance quality of service on defined range/s of equipment
• Assess and report on product quality issues
• Build relationship with staff at key account customers
• Give field accompaniment to new staff and mentor where possible.
• Create sales leads while on site.
• Records and Reporting
• Adhere to all Company internal and ISO9000 procedures
• Create complaints when they are identified
• Complete company tickets such as C4S and forward to the office in a timely manner
• Monitor of engineer parts boot stock inventory consumption to optimize usage
• Product and Company Knowledge
• Maintain thorough knowledge of product ranges and services
• Communicate product knowledge to core support teams
• Minimum Requirements/Qualifications:
• Bachelor of Engineering, Science Graduate (Electro/ Mechanical / Chemical / Biochemistry qualification) with significant experience in providing service support with at least 5 years experience in Analytical Instrumentation
• Relevant knowledge of defined ranges of IOMS and or TEA products
• Excellent communication skills
• Smart, professional appearance
• Self determination
• Self Learning Initiative
• Team Player
• Customer focus and Professional skills
• Good knowledge of Microsoft Products
• Good knowledge of network and server set up
• Around 80% travel and 20% being in the office to support our partner and customer from there
• Good if already worked on Thermo Fisher Scientific equipment
• Non-Negotiable Hiring Criteria:
• Experience on Inorganic Masspectrometrie and/or Trace Elemental
• Education Criteria
• Communication Skills
• Full, clean driving license.
• Must live in relevant region
• Good knowledge of English language verbal and written
• Good knowledge of another language preferable.
• Willingness to travel in the region and globally
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