Customer Care Engineer
- Pune, Maharashtra
- Permanent
- Full-time
- Support Thermo Fisher customers through technical service, installation, operation, training, and repair of specialized analytical equipment like IC, GC, HPLC and TEA Product line.
- Undertake product installation on client premises and demonstrate features related to 21 CFR compliance in the CDS software.
- Provide training and technical advice on instrument use, both in-person and by phone, sharing essential Dos and Don’ts for optimum system performance.
- Investigate difficulties, solve faults arising from operation or utilization, and suggest solutions or arrange for repairs.
- Act as a critical link between customers and Sales and Marketing, ensuring effective service delivery.
- Monitor repairs under warranty and make product improvement suggestions.
- Perform planned maintenance calls and regular customer visits.
- Recommend spare parts requirements and assist with monitoring equipment.
- Achieve assigned spares and service revenue targets by promoting contracts, PM kits, instrument upgrades, and software upgrades.
- Extensive traveling within the territory, with occasional travel outside if necessary.
- Bachelor of Technology in Instrumentation/Electronics.
- Proficient in written and verbal communication.
- Strong interpersonal skills for effective interaction with diverse individuals inside and outside the organization.
- Ability to prioritize service requests and produce clear, concise documentation.
- Self-motivated and proactive approach to technical support.
- Ability to understand customer difficulties and act as a consultant to achieve regional commercial goals.
- Build good rapport with customers and educate them on maintenance contract entitlements and annual procurement of PM kits to improve system availability.