Job title: Technical Support Specialist
Company: Thermo Fisher Scientific
Job description: Job Description
Responsibilities (Start with the core responsibility and list up to 5-6 responsibilities in descending order of scope and time to be spent on the role. Note: do not include any experiences that are needed for the role here)
- Responsible for providing online technical support to all XRF customers in India.
- Assure our customers are satisfied with the performance of our instruments and their intended applications. Address their pain points and resolve them. To encourage a positive relationship and regain customers’ trust.
- Engage customers and reach out to them not only when they need help, but also when things are going well.
- Develop a win-win relation with customer and project Thermo Fisher as a valued partner. He should collaborate and contribute in achieving target CAS Score for particular year.
- Contact all customers who are rated as detractor or passive on the CAS (Customer Allegiance Score).
- Take their feedback and analyze them. Formulate an action plan to address their concerns.
- Communicate with the factory Global Technical Support team on technical issues reported from the field, follow the escalation matrix, and provide a timely resolution.
- Share regularly technical updates and the latest manuals, which are issued by the factory’s GTS (Global Technical Support)
- Track and maintain records of the spare parts used for testing and troubleshooting in regional offices, and ensure they are tested and in good working order.
- Develop a report to present the unresolved and escalated issues to the technical teams at a conference call held at global level.
- Assist & prepare data in the implementation of process improvement initiatives associated with customer-centric service operations.
- Prepare technical documents, case study for critical issues, reports relate to local parts, quality issues report with proper supporting information.
- Participate actively in following up on warranty spares with the factory.
- Maintain and update all India installation base records
Qualification (mention the qualification which are both mandatory and good to have too. Include any certifications / publications that may be considered)
- Candidate should be Bachelor of Engineering (BE) in Electronics / Instrumentation with minimum 75% marks in aggregate.
- Candidate should have minimum 3 years of experience in handling XRF instrument.
Skills, Knowledge and Experience (to specify nature and extent of experience needed, skills that the candidate should have acquired and/ or knowledge of specific techniques / technologies / processes / subject. The skills could also include competency traits / behaviors needed)
Responsibility:
- To ensure we deliver world class experience to our customer by providing pro-active service support for our equipment and software on a remote platform.
- Help & Support to meet or exceed CAS (Customer Allegiance Score), OCA (On call Avoidance) score, Down Time (DT), Repair Time (RT) as compare to last year.
- Embrace Thermo Fisher culture & methodology to achieve all service KPI.
- Assist closely with other functions of service operations and ensure we meet targeted organic growth in CAS (Customer Allegiance Score), OCA (On call Avoidance) which will affect in reduction in Down Time (DT) of instrument.
- Reduce spares parts failure percentage and reduction of turn around time (TAT) of warranty spares as compare to last year.
Skills:
- Ability to plan and ensure on-time support to meet customer requirement as well as meet CAS & OCA targets
- He should have knowledge on the handling of high value sensitive electrical and instrumentation-based equipment’s.
- Candidate should posses’ excellent skill to communicate with customer in English both verbally as well as in writing.
- Experience in handing digital tools for remote support.
Knowledge:
- knowledge of both EDXRF and WDXRF is necessary to handle customers & improve CAS score. Process knowledge of Metal, Steel & Cement will be an added advantage.
- Knowledge of and experience in component level fault finding and repair will be a significant asset. knowledge of creation of technical documents, presentation, spare parts stocking report, parts failure report.
- Knowledge of Remote support tools like video calling, phone support
Experience:
- An ideal candidate will have experience with ED-XRF and WD-XRF
- Candidate must possess experience providing digital support via phone or video
- Experience managing and executing high-cost projects is preferred. Knowledge of the latest computer hardware and software is essential.
- Technical document creation experience is must
Job Category
Customer Service
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.
Expected salary:
Location: Navi Mumbai, Maharashtra
Job date: Sat, 26 Feb 2022 07:08:06 GMT
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