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Job ID :
Location :
India - Mumbai
Job Description

Job Description

  • Responsible for After Sales – Service Management and Channel Service for Lab Water Systems.
  • Managing Installation, Planning and Qualification of Systems through Channel Service.
  • Qualification, Validation and Documentation Support to direct customers as well through Channel service.
  • Escalation of Technical Issues & feedback on quality issues to BU.
  • Meeting & exceeding Set Targets and KPI for Service Revenue for Lab Water Systems.
  • Managing and Assisting Channel Partners in Pre Sales / Technical & Service issues.
  • Organizing Service Training for channel FSE team.
  • Maintain Technical Information, Manuals, Service Tools, Test Equipment & Calibration Tools.
  • Cost-effective implementation of business processes & in house resources.
  • Providing Technical Support for Smart-Vue Wireless Monitoring Systems including validation, certification and online remote support.

Channel Management

  • Weekly review and monitoring of Service Calls jointly with Channel.
  • Monitoring CAS feedback for calls related to lab water systems.
  • Sharing the CAS data with channel service on a quarterly basis.
  • Highlighting the areas of improvements needed to be done by the channel for improving service deliverables and CAS feedback.
  • Weekly discussion on open cases with Channel Partner Service Head.
  • Organising Service Training programs for channel service team.
  • Joint visits to customer site for critical cases and key/focus accounts.
  • Advising the channel to stocking for essential spares and consumables stock.
  • Having Quarterly service review with Channel Management along with GM Service, GM Sales and BDM-WPS for highlighting the service performance and improvements needed.

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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