Technical Support Manager (IC-SP)
It's more than just something that fills our days. At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and creates meaningful outcomes. Our work matters. We're sharing our expertise and technological advancements with customers, helping them make the world a better place - whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe.
Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of $35 billion and approximately 130,000 employees globally. Our Mission is to enable our customers to make the world healthier cleaner and safer. We help our customers accelerate life sciences research, tackle sophisticated analytical challenges, improve patient diagnostics, deliver medicines to market, and increase laboratory efficiency. Through our pioneer brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, and Unity Lab. Services – we offer an unmatched combination of innovative technologies, purchasing convenience, and comprehensive services.
About Chromatography & Mass Spectrometry Division!
From sample to knowledge to results, the Chromatography and Mass Spectrometry business develops and manufactures innovative chromatography and mass spectrometry instruments, consumables, and software solutions for customers working in the analytical sciences (routine testing markets) and scientific research. Our complete workflow solutions enable productivity and efficiency for customers performing food and beverage testing and manufacturing, environmental and industrial testing, biopharma QA/QC, toxicology, and anti-doping. Testing and manufacturing, environmental and industrial testing, biopharma QA/QC, toxicology, and anti-doping. For scientific research customers, our products support a range of focus areas, including proteomics, metabolomics, drug discovery, and clinical research.
TECHNICAL SUPPORT MANAGER - SOUTH AND EAST IC-SP
Job Details for Technical support!
Support Thermo Fisher customers through enhanced technical service, training, and Troubleshooting specialized – Analytical equipment like Ion chromatography and have excellent technical proficiency in the IC-SP product line.
Undertake product installation on client premises and demonstrate the features related to 21 CFR, compliance. In the CDS software.
Provide training and technical advice on instrument use, both in person and through phone by sharing notes Dos and Don’ts for optimum performance of the system.
Investigate difficulties and address faults arising from the operation or utilization.
Resolve problems suggest solutions or arrange for repairs to be made.
Provide an important link between customers and Sales and Marketing.
Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
The candidate should have a good understanding of Windows-based tools for Analysis of data. Carry out plans if the repeated problem on the same system or FSE is unable to diagnose over remote support at a particular location and perform customer visits with accurate coordination among FSE, RSH, ZSM as well and the customer.
Make recommendations about spare parts requirements and assist with monitoring equipment.
Achieve the Depot repair efficiency, Remote resolution and PM checklist of FSE, accurate guide to FSE over remote support, and service revenue targets by prompting maintenance contracts, PM kits, instrument hardware upgrades, software upgrades, and calibration of the systems, etc.
The role is required whenever traveling within the territory and may call for travel outside the territory if an emergency arises.
The candidate must be self-motivated, hardworking have a positive approach, perform as an extraordinary teammate, and be able to handle confidential and proprietary information with sensitivity. Reliable, detail-conscious, and results/tasks orientated.
Knowledge, Skills, abilities:
Bachelor of Technology or M. Sc (Instrumentation/ Electronics).
Proficient written and verbal communication Interpersonal skills suitable for a people-oriented job, requiring interactions with many people both inside and outside the organization.
Ability to prioritize technical service support and Remote support resolution, produce clear and concise documentation Self-motivated and proactive in technical and support approach.
Closely work with customers, FSE, RSH, and ZSM in understanding customer pain areas and be a consultant between the organization and the customer thereby helping the customer and organization to achieve our regional commercial goals.
Build good rapport with customers and educate the customer regarding maintenance contract entitlements and procurement of PM kits annually to improve system availability.
