PURPOSE:

You will drive the technical and field service business under Thermo Fisher Scientific. You are expected to meet service financial commitment, service deliverables metrics and expertise to deliver the best in class response to Thermo Fisher Scientific customers in Singapore.

KEY RESPONSIBILITIES:

Technical

• Provide onsite scheduled installation, preventative maintenance, compliance qualification services, repairs to customers
• Provide training and technical advice on our instruments, both in person and by telephone or digital tools
• Keep abreast of knowledge by reading update technical documentation and service bulletin
• Proactively resolve difficult repairs by using Service Escalation process and liaising with Service Specialists network and other proper channels in the region or globally
• Attend regional service development meeting based on product lines assigned
• Provide Service Sales Rep the estimate parts and hours needed for repair
• Support Sales/Service Sales of instruments technical specification for tender

System and Administrative Tasks

• Timely posting of labour time and parts into service orders
• Ensure good documentation practise for technical documents and field service report
• Weekly submission of field service report to Service Admin for filing and invoicing
• Proactively manage service tools and service inventory in a timely manner
• Timely return of common tools to storage room

Customers

• Interact with customers to solve technical issues and provide possible solution to contain the problem
• To build good customer rapport and trusting relationship with customers
• Customer-oriented mindset: Being responsive to customers’ need for support, ensuring good customer experience

Metrics

• Meet the service metrics:
  • Revenue and Order Growth
  • Response Time
  • Customer Allegiance Score
  • Utilization
  • Productivity

Requirements

• Technical degree or equivalent with at least 5 years of field service experience
• 3 years experience in installation, maintenance and repair of medical or scientific instruments
• Aptitude to learn multiple instrument platforms
• Being able to work alone and understand the importance of teamwork
• Having good knowledge about computer’s software and hardware
• Good understanding of operating system e.g. WINDOWS, LINUX
• Able to cultivate positive working relationships with both internal and external customers
• Excellent communication skills
• Strong analytical and troubleshooting skills
• Never say die to complex issues
• Willing to learn
• Good schedule management skill and able to manage changes or postponement of schedule with customers
• Leverage of technical knowledge to create customer needs for service products e.g. contract, qualification and preventive maintenance therefore creating leads for Service Sales closure
• Required to work on alternate weekend
• Able to support "afternoon" shift for clinical labs
• Compliance to regulatory, international and company’s EHS requirement