Provide post sales customer support services such as installation, preventative maintenance, basic customer training, 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.
Service to customers:
Work independently to service CMD products involving: Installations, Training, Preventative Maintenance visits.
Ensuring customer satisfaction in all aspects of services provided.
PPI: Actively participate PPI projects to improve work quality and effectiveness. Documentation and reporting
Accurately document field service activities, including installation report and service work report, and timely submit through the required system.
Submit weekly Expense reports on a timely basis.
Installation and service work quality Average time of customer services Expense budget Teamwork with sales and other teams CAS Participation in PPI
BS degree or above in analytical chemistry, chemical engineering, or equivalent required. 1-2 years working knowledge of analytical instrument. Fluency with personal computers is also required. Preference will be given to those with 1-2 years Field Service experience, previous experience in installing, servicing, and sales of analytical instrumentation.LC/GC experience was prefer. Must have the ability to work independently, interpersonal and listening skills. Effective oral and written communication skills with both English and Chinese (Mandarin).
Knowledge, Skills and Abilities necessary to perform essential functions
General Analytical Instrument/Spectroscopy product knowledge.
College degree or equivalent service or business experience.
Clear verbal and written communication.
Effective time utilization.
Positive image and mental outlook.
High level of integrity/credibility.
Willingness to accept constructive criticism/suggestions.
Open to positive change.
Willingness to travel.
Travel will be a mix of airline, rail or bus transportation. It will be necessary to lift and carry demonstration equipment and computers that can weigh up to 50 pounds
Interaction with Other Employees (level of contact, purpose, and frequency)
Technical Support Manager - frequently China Customer Call Center – frequently Sales Managers – as needed.
Oversea Factories – as needed