Careers at ThermoFisher Scientific

Role Overview:

• To install & commissioning the new & upgrades and service the equipment before and after warranty.
• To generate new business opportunities and developing existing customer base for the Metals & Web Gauging solutions in the Plastics, Metals, Rubber and allied industries within APAC markets.
• To provide best possible local regional field service to customers in the region

Key Interaction Relationships internally and Externally

Internal ones include

• APAC Service & Sales and marketing team members
• Adelaide / Erlangen/ Wilmington-based Project, Engineering, Quality, Sensor. Production and Repair teams & Tech Support Team

External ones include

• OEM Customers
• Existing and prospective customers, including end-user and engineering firms
• External representatives / distributors / agents as applicable

Regular travel within the region required. Travel may be around 70%. Readiness to work after office hours / on Weekend and public holidays as the project requires

Program Management

• Supervise Field Engineering Activities. Monitor work schedules, direct labour activities and expenses.
• Even though the primary responsibility is One Gauging (Metals + Web) products, be flexible to learn the other product lines under M&M as per the managements direction
• Typical On-Site Project Handling Requirement, once the project is assigned, be self-motivated to liaise directly with the sales / agents, colleagues, factory project manager, shipping department, radiation officers and customers in managing the project to,
• Complete the System Description / System Specification Sheet
• Assist the customer with the Radio Active licensing procedures
• System & Source shipment co-ordination
• Schedule the pre-installation meeting and visits
• Complete the shipment inventory
• Work & co-ordinate with the field contractors
• Schedule the Installation & Commissioning visits to match the customers schedule in a way to minimize the machine shutdown
• Able to read the drawings for new installations & assist the customer for site preparation
• Follow the local Safety procedures
• Work in co-ordination with the OEM & end user
• Complete the project within 75% of the budgeted time
• Feedback any failures to the factory / quality
• Suggest any new features that is useful from the field standpoint
• Make sure the sensor calibrated and the control is tuned to satisfy the contractual commitment
• Get the un-conditional acceptance signed by the customer
• Complete the applications report to document the results
• Provide a recommended parts list to the customer and suggest them to keep in stock and thereby helping the spare parts selling
• Setup the system for pcAnywhere (or) Team Viewer (or) any other VPN connection that is suitable for the remote support
• Co-ordinate with the finance to send out the final acceptance invoice
• Work with the PSA (PM contract) admin to bring the system under the contract coverage
• While at site find out the other opportunity at the site to sell more of our Thermo Fisher product - Bring in the sales lead to our sales colleagues

• Train, Develop, motivate and evaluate staff in a manner consistent with the company’ policies.
• After every field support, I&C, telephone support, remote support, proposal support, spare parts support, make sure that the CAS survey is filled and submitted to service admin
• Develop and implement a program to monitor quality of service / support delivered to site.
• Promote Product Support Agreements; understand service option, pricing and presentation.
• Manage Product Support Agreements; understand technical and commercial provisions, identify and implement all deliverable requirements.
• Promote system updates and upgrades; identify, evaluate and present system upgrade options.
• Maintain customer files and database including type of system, application, quality control strategy and personnel.
• Act as a liaison between the company and customers.
• Provide and / or coordinate filed support; formulate and implement troubleshooting solutions, establish and maintain communications with engineering and software development.
• Confers with customers and production personnel to provide technical advice and to resolve problems.
• Assist with customer support department budget by tracking project costs and man-hours.
• Provide leadership in, and promotion of, a positive company culture by being an advocate for employees while achieving a balance with company goals.
• Timely feedback to internal departments from the marketplace

Key Performance Metrics

• Achieve project completion within 75% of the budgeted time
• Achieve expense goals
• CASsurvey / Salesforce.Com (SFDC) in region
• On time reporting
• Submission of applications report for all the new & upgrade projects
• Continuous learning on new product lines and become self-reliance

Skills & Abilities

• Proven Service competence
• High competency in technical field
• Very good computer operating skills
• Able to communicate effectively, both verbally and written
• Ability to perform multiple tasks simultaneously and manage associated stress
• Ability to develop high levels of credibility and force solid and positive professional
• Self-motivated / Self Disciplined; excellent organization skills: initiative, willingness to adapt to and embrace change
• Very good administration skills
• Team player and diplomatic
• Excellent negotiation skills
• Very good attention to detail
• Excellent problem solving skills
• Good time management and organisational skills
• A self starter and able to work independently
• English language is essential, advantageous Bahasa/ Malay / Mandarin language
• Familiarity with the Microsoft Office suite of products

Experience

• Minimum 5 years industry experience in product service or engineering.
• Experience in the calibration, installation, commissioning, servicing, fault finding of electro mechanical equipment , programming PLC, MMI (Wonderware, Directsoft, etc….)
• Preparation of quotes, tenders etc
• Exposure to heavy industry and related hazards

Knowledge

• High level knowledge of and skills in field instrumentation or process control systems
• Sound knowledge of Metals, Web & Rubber processing techniques
• Business development strategies
• Negotiation skills
• Interpersonal skills

Qualifications

• Bachelor’s Degree (B.S. / B.E.) tertiary qualification in electrical / electronic / instrumentation / communication. Experience from Metal, Plastics, Rubber, Metallurgical, Process engineering / Instrumentation field will be an added advantage
• Minimum Diploma tertiary qualification in sales and marketing