Customer Service Specialist

Work Schedule - Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Laboratory Setting, No contact lens allowed; prescriptive glasses will be provided, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Opportunity: Customer Service Specialist for TEA products at Thermo Fisher Scientific

Position Overview:

Provide high-quality support and service for Thermo Fisher Scientific's TEA instruments, including AAS, ICPOES, and ICPMS. Install, maintain, troubleshoot, and train customers on these instruments to ensure efficient operation.

Key Responsibilities:

Installation & Maintenance: Perform the installation, maintenance, and support of AAS, ICPOES, and ICPMS instruments in a professional, reliable, and customer-focused manner.
Customer Training: Provide comprehensive training to customers on equipment operation and maintenance.
Service Excellence: Meet customer Service Level Agreements (SLAs) and internal performance metrics, ensuring high-quality service outcomes.
Revenue Generation: Drive service revenue by promoting Thermo Fisher products and developing strong customer relationships, in collaboration with the commercial and operations teams.
Proactive Customer Engagement: Maintain an adaptable and proactive approach to customer needs, working closely with Sales, Marketing, and Service teams to resolve product and service issues efficiently.
Reporting & Feedback: Complete and submit detailed field service reports and provide feedback to product quality teams to ensure continuous improvement.

Qualifications:

Education: Bachelors or Masters degree in Electronics or a related field, or equivalent experience.
Experience: At least 3 years of hands-on experience servicing AAS, ICPOES, and ICPMS equipment.
Technical Skills: Proven track record to conduct on-site installations, planned maintenance visits, and provide troubleshooting and repair support for scientific instruments.
Customer Relationship Management: Strong ability to cultivate and maintain positive working relationships with customers, users, and internal teams.
Communication: Excellent interpersonal and communication skills, with the ability to work both independently and as part of a team.
Values Alignment: Demonstrate Thermo Fisher Scientific 4i values Integrity, Intensity, Innovation, and Involvement in all aspects of your work.