Job Title: Technical Support Manager (OES)
Job Location: Mumbai/Chennai
Qualification: Bachelor of Engineering (BE) in Electronics with minimum 75% marks in aggregate.
Candidate should have minimum 10 years of experience in installation, commissioning and maintenance of computer controlled high cost analytical instruments like XRF, XRD, OES and ICP etc. Candidate should have experience of working in Metal Industries. Process knowledge of ferrous & non-ferrous (Steel & Aluminum industry) will be added advantage. Candidate should have experience of planning and execution of installation and commissioning of high cost. Proficiency in latest computer hardware and software is essential.
Main responsibility of the candidate will be to ensure customer satisfaction with regard to hardware and software functioning of the instruments. Fulfilling customer’s need for their application and suggesting innovative/alternative cost-effective solution will be a key attribute. Candidate should be able to provide technical support to field engineers in a time bound manner. He should have High level of responsiveness which is required to solve customer problems and reduce Days to Repair as well as improve First Time Fix ratio. Candidate should be conversant with process tools and able to manage both Tech support and Open calls using India Mobility CRM. He should be responsible for directly serving and managing Focus Accounts across the country Developing relationship with customers and improve customers awareness about Thermo Fisher scientific products. Communicating with factory TSG and implementing suggested remedial action at site. Follow factory directives on warranty replacement procedure and keep continuous track of the same. Documenting quality issues and providing necessary feedback to factory to improve the same. Map skill set of engineers and plan necessary training schedule. Document field experiences of engineers and circulating the same among the Team to improve technical Work closely with Sales Team in providing technical support for new projects. Participate in implementation of process improvement initiatives associated with customer centric service operation.
Communication Skill – Candidate should posses’ excellent skill to communicate with factory technical support team, customer and engineers in English both verbally as well as in writing.
Mobility – The job demands touring and therefore, candidate should be ready to travel frequently.
Possible companies where such candidates can be found: Panalytical, Bruker, Shimadzu, ICON, Ametek, Cement plants, Waters, PerkinElmer etc.