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Job ID :
Location :
Australia - Sydney
Job Description

The purpose of this position is to support and service our customer base across the range of our LC/LCMS portfolio. Working within our broader national Technical Services team you will need to have experience on Thermo Fisher Scientific LC/LCMS applications.
As this role is customer facing, you will also need to have some experience liaising with customers and have strong written and spoken communication skills.

Key Responsibilities:
  • Install, maintain and repair Thermo Fisher Scientific's range of instruments (primarily LC/LCMS) in a professional and reliable manner.
  • Train customers in the routine use of Thermo Fisher Scientific's range of LC/LCMS instruments in a professional and reliable manner
  • Achieve minimum call turnaround for all customers.
  • Achieve service revenue budget.
  • Assist your sales team to achieve sales and margin (gross) targets for their designated Portfolio so that growth and performance objectives are exceeded.
  • Be highly responsive and proactive in dealing with customer's needs to ensure customer satisfaction is priority.
  • Carry out your employment in an efficient and commercially appropriate manner.
  • Be responsible for fostering a partnership with the business Group's customers by providing them with advice and technical support that will help them gain the most from the products that we sell them.
  • Perform in accordance with the AS/NZS ISO9002: 1994 Quality Standard, as detailed in the Company's Quality Manual.
  • Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.
  • Promote and develop the Technical Service capability.
  • Take ownership for customer satisfaction for services performed.
  • Perform in accordance all relevant certification procedures, such as NATA, ISO.
  • Manage the service process from allocation to completion, including administration of call closure and parts accounting to allow for completion of invoicing to meet service revenue.

Minimum Requirements:
  • Tertiary qualification in a Scientific (chemistry/physics) discipline preferred.
  • Experience (> 5 years) in the routine operation and maintenance of LC/LCMS
  • Experience within the scientific market and/or familiarity with scientific products required.
  • Experience in a technical support role and strong analytical skills preferred.
  • Favorable – experience with Thermo Fisher LC/LCMS software and hardware.
  • Proficient in Microsoft applications including Microsoft office.
  • Organizational skills with an ability to prioritize manage time effectively and meet agreed deadlines.
  • Effective interpersonal, communication and listening skills.
  • A dedication and commitment towards displaying a professional and positive attitude to work.
  • An individual who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.
  • Ability to create and foster meaningful and beneficial partnerships with our customers, suppliers and peers.

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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