EMEA 1st Level Technical Support HPLC, ICSP & Chromeleon (m/f/d)
Thermo Fisher Scientific, Inc.
Austria
vor 4 Tg.

Position Summary :

Responsible to deliver all 1st Level Technical Support activities for German, French and / or English speaking customers within the EMEA region (which might include : Hot Lines, Customer visits) on HPLC, IC&SP, and Chromeleon product lines for achieving :

  • Satisfied customer becoming loyal customers
  • Increase service visit avoidance
  • Increase service contract deliverables
  • Contributes to the overall Service Targets with respect to Bookings, Revenues, Service Profit and Overhead Cost while following all internal rules, processes and practices (as they are described)

    Main Activities / Responsibilities :

  • Performs all Customer Technical Support Activities in line with internal rules and customer regulations
  • Assure responsive telephone and email support and problem diagnostics as well as occasionally on-site services to exceed the customer’s expectation and making them successful by using Thermo Fisher Scientific instruments.
  • Actively promote our contract products and upgrades. (80%)

  • Always ensure highest professional relationship with our customer base to achieve customer loyalty and escalate issues if necessary to solve critical tasks in the fastest way possible.
  • Follow our ethical business conduct guidance.

  • Is responsible to manage the companies assets provided, such as Car Stock / Inventory of Parts, Computer, Telephone, general Tools, Software, Company Car, Manuals etc.. (5%)
  • Optimize the own work schedule by coordinating with all the necessary partners (5%)
  • Is responsible to report accurate and timely of all activities as required (e.g., Utilization Report, Expense Reports, etc.) (5%)
  • Assures alignment of all activities at the customer site with other ULS and Thermo Fisher Scientific departments : Ensures important customer information is shared among stakeholders (e.
  • g. information about new purchases to sales / lead generation) (5%)

    Who we are looking for :

  • Professional background in Chemistry or related subjects.
  • Minimum 3 years experience supporting Chromeleon or equivalent Chromatography Data System (CDS) software and HPLC, IC, ASE and AutoTrace analytical equipment.
  • Strong problem solving skills.
  • Excellent inter-personal, self-motivational and negotiating skills.
  • Good verbal and written communication skills, ability to work across all levels, functions and regions.
  • Demonstrated organizational skills with the ability to handle multiple tasks with different priorities.
  • Strong PC skills.
  • Driving License.
  • Willingness to travel through Europe / European Territory. For training or special calls, international traveling including all EMEA Territory, the US, and APAC may be required.
  • Good German, French and English skills, each verbal and written. Additional EU language is a plus.
  • What’s in it for you?

  • Employment with an innovative, future-oriented organization with first class equipment
  • Outstanding career and development prospects
  • Company pension scheme and other fringe benefits
  • Exciting company culture which stands for integrity, intensity, involvement and Innovation
  • Interested?

    We are looking forward to receive your application in English. Please refer to the above Job ID when applying.

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