Position Summary: (1-2 sentences)

Provide post sales customer support services such as installation, preventative maintenance, basic customer training, 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: (Bullets)

Service to customers:

Work independently to service AA/ICP/ICPMS products involving: Installations, Training, Preventative Maintenance visits.

Customer satisfaction

Ensuring customer satisfaction in all aspects of services provided.

PPI: Actively participate PPI projects to improve work quality and effectiveness. Documentation and reporting

Accurately document field service activities, including installation report and service work report, and timely submit through the required system.

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

Minimum Requirements/Qualifications: (Bullets)

Qualifications:

BS degree or above in analytical chemistry, chemical engineering, or equivalent required.

Least 3 years working knowledge of analytical instrument.

Fluency with personal computers is also required.

Preference will be given to those with 1-2 years Field Service experience, previous experience in installing, servicing, and sales of analytical instrumentation.

Must have the ability to work independently, interpersonal and listening skills. Effective oral and written communication skills with both English and Chinese (Mandarin).

Knowledge, Skills and Abilities necessary to perform essential functions

1. Knowledge

General AA or ICP or ICPMS product knowledge.

College degree or equivalent service experience.

2. Skills

Clear verbal and written communication.

Logical thinking.

Effective time utilization.

Effective “listener”.

3. 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.

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.