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Job ID :
61262BR
Location :
Hong Kong - Shatin
:
Job Description

Position Summary:

Provide post sales customer support services such as installation, preventative maintenance, customer training, repair, on-line support or technical consultation as required to ensure customer purchased Thermo products meet Thermo performance and operation standards and customer expectation thus achieve or improve customer loyalty to Thermo Scientific.

Key Responsibilities:

1. Service to customers:

  • Work independently to service Chromatography and Mass ​ Spectrometry products (IC/LC/SP/AA/ICP/GC/GC- MS/LC-MS and so on) involving: Installations, Training, Method and Application Development, Telephone and On-site Diagnostics and Repair Services, Preventative Maintenance visits
  • Provide technical assistance, consultation and problem solving to customers as necessary

2. Customer satisfaction

  • Ensuring customer satisfaction in all aspects of services provided

3. Knowledge update and experience sharing

  • Share experience and best practice of product services and applications with colleagues. Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness

4. PPI: Actively participate PPI projects to improve work quality

and effectiveness

5. Documentation and reporting

  • Accurately document field service activities, including installation report and service work report, and timely submit through the required system
  • Submit monthly Expense reports on a timely basis

Key Metrics:

  • Installation and service work quality
  • Average time of customer services
  • Expense budget
  • Teamwork with sales and other teams
  • CAS
  • Participation in PPI

Minimum Requirements/Qualifications:

Qualifications:

  • BS degree or above in analytical chemistry, chemical engineering, or equivalent required
  • 3-5 years working knowledge of analytical instrument. Fluency with personal computers is also required
  • Preference will be given to those with 3-5 years Field Service experience, previous experience in installing, servicing, and sales of analytical instrumentation
  • Proven ability to diagnose and resolve problems on sophisticated electronic, mechanical and optical instrumentation in a commercial scientific laboratory environment
  • Ability to work independently, have effective communication skills, interpersonal and listening skills
  • Effective oral and written communication skills with both English and Chinese (Mandarin)
  • Less experience will also be considered

Knowledge, Skills and Abilities necessary to perform essential functions

1. Knowledge

General Analytical Instrument/Spectroscopy productknowledge

College degree or equivalent service or business experience

2. Skills

Clear, concise verbal and written communication

Logical thinking and diagnostic complex problems

Effective time utilization

Flexibility and creativity

Effective interpersonal communicator

Effective “listener”

Customer focus.

3. Abilities

Positive image and mental outlook

Goal oriented

High level of integrity/credibility

Willingness to accept constructive criticism/suggestions

Open to positive change

Learn new products and new knowledge fastly

Willingness to travel

Handles pressure/disappointment professionally

Physical/Environmental requirements.

Travel will be a mix of airline, rail or bus transportation. It will be necessary to lift and carry demonstration equipment and computers that can weigh up to 50 pounds

Interaction with Other Employees (level of contact, purpose, and frequency)

  • Technical Support Manager - frequently
  • China Customer Call Center – frequently
  • Sales Managers – as needed
  • Oversea Factories – as needed



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