Thermo Fisher Scientific Hiring for Lead Customer Care Engineer – IOMS at Kolkata, India Full Time

ThermoFisher India is looking for a Field Service Engineer for East & NE. As an engineer the successful candidate is required to support the IOMS/LSMS install Base, control and coordinate all Service Activities for the related products for the region. He will be responsible for achieving the most effective and efficient way possible to deliver the required Services to all customers in the region and delivering on our goals in customer satisfaction surveys and the respective booking, revenue and costs, within the required time periods of monthly, quarterly and yearly time frames.

Location: Kolkata

Under the leadership of Regional Service Head (North, East & NE) the candidate will,

• Support the execution of strategic and operational plans, budgets and programs consistent with the overall IES strategy in order to achieve company goals

• Actively participate and support contract sales process and key revenue streams.

• Travel to customers (East, N/E, Bangladesh, Bhutan) and other company locations on a regular basis. Have direct relationship with key customer contact points for the region.

• Ensure active participation in the Field activities.

• Implement process improvement initiatives.

• Achieve high level of customer satisfaction surveys and support manager and others in the team to ensure highest customer service surveys

• Ensure that mid year / annual Performance Management and Development (PMD) process is completed in time.

• Act as key “go to” person in the team and region.

• Work closely with Tech Support team in India.

• Be responsible for delivering the annual Revenue & Booking objectives for service commercials for region.

• Be accountable for the KPIs ( Key Performance Indicators) like, CAS ( Customer Allegiance Score, RT (Response Time), DTR (Days to Repair), DT(Down Time), PM (Preventive Maintenance) Completion, RCR (Repeat Call Ratio), Utilization, Process Compliance, etc.

Candidate should have,

• Professional background in Electronics Engineering or related subjects

• 8+ years Technical / Field service experience in Mass Spectrometry

• Good Product Knowledge of the TMO Products & Services is advantageous

• Excellent verbal and written communication skills, ability to work across all levels, functions and regions

• Multicultural management experience is advantageous

• Excellent inter-personal, self-motivational and negotiating skills

• Willingness to travel in the territory, International traveling including Bangladesh, Nepal, and Bhutan required.

• Excellent English skills, both verbal and written

• Ability to actively visit local customers without significant travel costs

As the world leader in serving science, our work is more than something that fills our days. When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. With revenues of $30 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world. Each one of our 125,000 extraordinary minds has a unique story to tell. It’s not just a career, it’s a chance to realize your best – professionally and personally. Join us and contribute to our mission—enabling our customers to make the world healthier, cleaner and safer. As one team of 125,000+ colleagues, we share a common set of values – Integrity, Intensity, Innovation and Involvement – working together to accelerate research, solve complex scientific challenges, drive technological innovation and support our customers, where diverse experiences, backgrounds and perspectives are valued.

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.