Essential Duties and Responsibilities:
Represents the company in a positive, professional manner in all dealings with Thermo Fisher Scientific customers, both external and internal.
Receives customer service requests for installations, relocations, calibrations, preventive maintenance and basic repairs. Promptly acknowledges receipt and contacts the customer to schedule services required. Ensures that the schedule meets the customer’s needs. Seeks assistance from peers when unable to meet the customer’s expectations. Communicate schedule of services on a daily basis.
Executes plan to help sell service contracts, parts, accessories, consumables, software, upgrades and training to customer base, while working towards the regional revenue goals defined by management. Manages workload and customer requirements in the territory designated by the regional manager.
Act as a Thermo Fisher Scientific advocate in all capacities in customer facilities. Effectively communicate competitive information and additional sales opportunities to manager and sales team. Provides feedback to factory personnel for product improvements.
Reports daily activities in SFDC or Customer Support Administration department for accurate record keeping, including closing service calls upon completion,
Maintains personal Field Service inventory of replacement parts. Returns defective material in a timely manner, and orders replacements in accordance with company policy.
Maintains company assets (car, tools, inventory, laptop computer, etc.) in good and working condition.
Performs all other duties as assigned by Regional Service Manager
D. Minimum Education and Experience Requirements:
2-Year EE, EET degree or equivalent experience. 2+ years Field Service experience or 2+ years relevant Industry experience. Must be able to communicate effectively with a wide variety of people. Must have strong interpersonal skills.
E. Typical Knowledge, Skills, and Abilities necessary to perform essential functions:
Proven ability to diagnose and resolve problems on sophisticated electronic, and mechanical systems while working in a customer factory. Ability to read, interpret and analyze component layout drawings, assembly drawings, wiring and labeling diagrams. Effective communication skills Basic instructional abilities (customer training). Ability to prioritize territorial requirements (service calls, installations, and regional needs) and establish realistic schedules to meet requirements. Ability to schedule and work independently, and as part of a group, to accomplish individual and team objectives. Independently resolve routine customer satisfaction problems. Customer/business-oriented (satisfaction.) Detailed understanding of service functions.
F. Physical/Environmental requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Specific job duties that require the physical demands itemized above include driving to a customer site, talking to customers on the phone and in person, working on customer equipment, reading schematics, repairing instrumentation, reading color coding on resistors, writing service reports and expense reports, and installing instrumentation.
Join our Talent Community
If you're ready to make a difference in the world, you can do it here.Join