Address Job Description
Position Summary
Liaise with the organisation, equipment suppliers and service management to ensure customer requirements can be met.
Support timely customer issue resolution if required by working directly with customers & our team to solve potential differences in product performance vs expectations!
Perform maintenance and repair activities as needed based on customer demand / staffing.
To lead and motivate the team to meet key objectives and achieve desired results
Support the commercial teams in finding opportunities to add new products and/ or capabilities
Achieve a high level of knowledge in the use of the equipment, equipment applications, troubleshooting, specifications, and applicable regulations
Support the service administration team, service and sales teams in responding to technical product inquiries, as well as assistance with spare parts identification
Collaborate with other ThermoFisher Scientific groups and departments as required, to help maintain product quality and promote customer satisfaction
Support FSE's in meeting our key business objectives that improve areas such as Utilisation, charge out rates, customer experience, order completion and turnaround times!
To install, calibrate, maintain and repair instruments in the product portfolio when required
To achieve service revenue budget by championing Company products, developing strong customer relationships and working closely with commercial and operations teams
To assist sales team to achieve targets for their designated Portfolio so that growth and performance objectives are exceeded
To be highly responsive and proactive in dealing with customer's needs and maintain close and effective relationships with Company Sales, Marketing and Service teams to assure quality outcomes for all service & product issues raised
Key Responsibilities
Coach, mentor and develop team members
Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.
Work with Service Operations staff to effectively lead Field Service activities and complete administration requirements to support the business
Promote and develop the Technical Service capability and mentor new staff members
Take ownership for customer satisfaction for services performed.
Work in accordance to all relevant certification and regulatory requirements such as NATA, ISO, Electrical Safety Acts and OH&S.
Lead the service process from allocation to completion, including the entering of all parts and text on the computer system, so that the invoicing process is accurate and targets are met.
Assist the Sales Team with technical information, training and demonstrations as agreed with your manager.
To help the team achieve sales and margin (gross) targets for designated product portfolio/territory.
Support and make recommendations for the continual improvement in the procedures, quality and efficiency of Technical Service.
Maintain company property according to company policy, including but not limited to: GOA stock, Company vehicle, Telephones, Computer and other material deemed company property
Working to Things We Value
To maintain a commitment to the things we value (4i's) of integrity, intensity, innovation and involvement. Including:
Exceeding customer service level expectations (external & internal)
Working to agreed deadlines
A focus to finding solutions
Working within quality and company policy guidelines
Maintaining a professional appearance at all times
Reporting
To report to the Service team leaders regarding:
Availability to complete service responsibilities with respect to installations and other service commitments.
Staff issues.
Any outstanding customer problems.
Customer complaints.
Environmental Health & Safety
To take reasonable care of your own health and safety, as well as the health and safety of others.
Assist with the identification' assessment and addressing of EH & S issues in the workplace.
Actively participate in all EH & S activities as instructed by the site EH & S coordinator.
Follow all applicable Safe Work Methods and standards.
Minimum Requirements/Qualifications:
- Relevant Electronic/Engineering Qualifications
- Driver's License
- Experience within the biomedical, diagnostic or scientific market highly regarded
- Experience in a technical support role preferred
- Restricted electrical license desired (or relevant competency to obtain one)
Skills & Attributes
- Proficient in Microsoft applications including Microsoft office.
- Strong analytical skills.
- Organisational skills with to prioritise manage time effectively and meet agreed deadlines.
- Effective interpersonal, communication and listening skills.
- An ability to think strategically and laterally in order to increase business opportunities.
- An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive demeanor while being a supportive teammate.
- Ability to create and cultivate meaningful and beneficial partnerships with our customers, suppliers and peers.
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.
