Job Function: 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.

The position’s main responsibilities include:

Work independently to service BEA products 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. Accurately document field service activities, including installation report and service work report, and timely submit through the required system. Ensuring customer satisfaction in all aspects of services provided. Follow up on DOA and Hot Account sites to ensure customer issues are accurately and timely communicated to the required party, solution developed and eventually solved. Implement key account strategies for high profile customers and maintain good relationship with industry opinion leaders. 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. Effectively communicate competitive information and additional sales opportunities to Field Sales Engineers. Actively participate PPI projects to improve work quality and effectiveness. Submit weekly 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

The candidate’s main requirements include:

Qualifications:

Master's degree or above in analytical chemistry, chemical engineering, or equivalent required. 2-3 years working knowledge of analytical instrument with special emphasis on elemental analysis OES / XRF or related technologies. Fluency with personal computers is also required. Preference will be given to those with 2-3 years Field Service experience, previous experience in installing, servicing of OES, XRF instrumentation. Must have proven ability to diagnose and resolve problems on sophisticated electronic, mechanical and optical instrumentation in a commercial scientific laboratory environment. Must have the ability to work independently, have effective communication skills, interpersonal and listening skills. Effective oral and written communication skills with both English and Chinese (Mandarin). Daily work management of the service engineer. Process user feedback or complaints. Develop a new employee vocational skill training and improvement plan, and organize a team meeting. Maintain good communication and interaction with sales team. Regular follow-up and exchange of key users.

Knowledge, Skills and Abilities necessary to perform essential functions

Knowledge

General Analytical Instrument / Spectroscopy product knowledge. Elemental analysis, OES/XRF experiences a definite asset. Successfully manages subjective decision-making. College degree or equivalent service or business experience. The English level has reached CET-4.

Skills

Clear, concise verbal communication. Clear, concise written communication. Logical thinking and diagnostic complex problems. Effective time utilization. Flexibility and creativity. Effective interpersonal communicator. Effective “listener”. Customer focus.

Abilities

Positive image and mental outlook. Goal oriented. High level of integrity/credibility. Willingness to accept constructive criticism/suggestions. Open to positive change. Willingness to travel. Handles pressure/disappointment professionally.

G. 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