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Job ID :
59984BR
Location :
China - Shanghai
:
Job Description

Position Summary:

Provide post sales customer support services such as installation, preventative maintenance, customer training, repair, on-line support or technical consultation as required to ensure customer purchased Thermo products meet Thermo performance and operation standards and customer expectation thus achieve or improve customer loyalty to Thermo Scientific.

Key Responsibilities:

1. Work independently to service products involving: Installations, Training, Method and Application Development, Telephone and On-site Diagnostics and Repair Services, Preventative Maintenance visits.
2. Provide technical assistance, consultation and problem solving to customers as necessary.
3. Accurately document field service activities, including installation report and service work report, and timely submit through the required system.
4. Ensuring customer satisfaction in all aspects of services provided.
5. Follow up on DOA and Hot Account sites to ensure customer issues are accurately and timely communicated to the required party, solution developed and eventually solved.

6. 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.
7. Effectively communicate competitive information and additional sales opportunities to Field Sales Engineers.

Minimum Requirements/Qualifications:

1. BS degree or above in analytical chemistry, electronic engineering or equivalent required.
2. 2-3 years working knowledge of analytical instrument. Fluency with personal computers is also required.
3. Preference will be given to those with 2-3 years Field Service experience, previous experience in installing, servicing, and sales of analytical instrumentation.

4. Must have proven ability to diagnose and resolve problems on sophisticated electronic, mechanical instrumentation in a commercial scientific laboratory environment.
5. Must have the ability to work independently, have effective communication skills, interpersonal and listening skills.
6. Effective oral and written communication skills with both English and Chinese (Mandarin).

Non-Negotiable Hiring Criteria:

1. BS degree or above in analytical chemistry, electronic engineering or equivalent required.
2. 2-3 years working knowledge of analytical instrument. Fluency with personal computers is also required.
3. Fluent verbal and written English.




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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