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Job ID :
Location :
Vietnam - Ho Chi Minh City
Job Description

The principal job function of the Resident Field Service Engineer (FSE) is to provide on-site field service support and coverage for our Thermo Scientific Spectrometry Analytical Instrument.

Position Summary:
In co-operation with the Field Service Manager, to take responsibility on field and bench support & repair of products and systems from the full Environmental and Process Manufacturing (EPM) product portfolio.

Establish and build effective relationships with customers with a view to generating repeat business, with direct sales of maintenance contracts. Work closely with other Sales Managers to maximize sales opportunities.

Key Responsibilities: ·
  • Respond to customer service requests within an acceptable timescale and within the constraints of particular customer contracts.
  • Identify faults and undertake cost effective repairs on instruments and systems, whether through a field visit or a bench repair.
  • Provide telephone and face to face support and advice to customers and resellers on instrument operation and problem solving.
  • Maintain regular contact with key customers by telephone, fax or e-mail.
  • Generate opportunities for the sale of maintenance contracts and ensure these are followed through.
  • Provide assistance to the Sales Managers in the preparation of service quotations.
  • Arrange and deliver product training to promote the service function.
  • Liaise closely with the office-based functions to ensure effective communication and complete all paperwork promptly.
  • Liaise closely with the Service Leaders to ensure effective communication and updates.
  • Ensure knowledge of EPM products and applicable legislation is maintained and kept up to date.
  • Diploma or equivalent in Electronics, additional qualification or experience in Mechanical Engineering would be an advantage
  • Prior success in a field service role performing mechanical and electronic repairs
  • Proficient in Microsoft applications
  • Customer focused and committed to providing a high quality, professional service
  • Ability to quickly develop a good understanding of the business requirements
  • Must have a commercial orientation and be confident selling the service
  • Must be methodical and well-organized with good attention to detail
  • Able to prioritize work tasks for self and others
  • Able to communicate positively and effectively, both verbally and in writing
  • Excellent interpersonal skills
  • Adaptable and willing to be flexible in approach to work required
  • Able to work individually but also as part of a team
  • Able to remain calm under pressure
  • Energetic, positive and proactive team member
  • Valid Driving License is essential
  • Must be willing to undertake significant travel within the region with at least 2 or 3 nights a week away from home
  • Occasional travel to Europe and the USA will be required for training and team meetings

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