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Job ID :
57163BR
Location :
Australia - Sydney
:
Job Description

The purpose of this position is to support and service our customer base across the range of our LC/LCMS portfolio. Working within our broader national Technical Services team you will need to have experience on Thermo Fisher Scientific LC/LCMS applications.
As this role is customer facing, you will also need to have some experience liaising with customers and have strong written and spoken communication skills.


Key Responsibilities:
  • Install, maintain and repair Thermo Fisher Scientific's range of instruments (primarily LC/LCMS) in a professional and reliable manner.
  • Train customers in the routine use of Thermo Fisher Scientific's range of LC/LCMS instruments in a professional and reliable manner
  • Achieve minimum call turnaround for all customers.
  • Achieve service revenue budget.
  • Assist your sales team to achieve sales and margin (gross) targets for their designated Portfolio so that growth and performance objectives are exceeded.
  • Be highly responsive and proactive in dealing with customer's needs to ensure customer satisfaction is priority.
  • Carry out your employment in an efficient and commercially appropriate manner.
  • Be responsible for fostering a partnership with the business Group's customers by providing them with advice and technical support that will help them gain the most from the products that we sell them.
  • Perform in accordance with the AS/NZS ISO9002: 1994 Quality Standard, as detailed in the Company's Quality Manual.
  • Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.
  • Promote and develop the Technical Service capability.
  • Take ownership for customer satisfaction for services performed.
  • Perform in accordance all relevant certification procedures, such as NATA, ISO.
  • Manage the service process from allocation to completion, including administration of call closure and parts accounting to allow for completion of invoicing to meet service revenue.

Minimum Requirements:
  • Tertiary qualification in a Scientific (chemistry/physics) discipline preferred.
  • Experience (> 5 years) in the routine operation and maintenance of LC/LCMS
  • Experience within the scientific market and/or familiarity with scientific products required.
  • Experience in a technical support role and strong analytical skills preferred.
  • Favorable – experience with Thermo Fisher LC/LCMS software and hardware.
  • Proficient in Microsoft applications including Microsoft office.
  • Organizational skills with an ability to prioritize manage time effectively and meet agreed deadlines.
  • Effective interpersonal, communication and listening skills.
  • A dedication and commitment towards displaying a professional and positive attitude to work.
  • An individual who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.
  • Ability to create and foster meaningful and beneficial partnerships with our customers, suppliers and peers.


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