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