The purpose of this position is to support and service our customer base across the range of Chromatography and Mass Spectrometry instruments.
Working within our broader national Technical Service team you will need to have experience on Thermo Fisher Scientific analytical instrumentation applications.
As this role is customer facing, you will also need to have some experience liaising with customers and have strong written and spoken communication skills.
Key Responsibilities :
Perform in accordance with the AS / NZS ISO9002 : 1994 Quality Standard, as detailed in the Company’s Quality Manual and published business procedures.
Work with Service Operations staff to effectively manage field service activities and complete administration requirements to support the business.
Perform to designated SLA goals for customer call back, on-site response and time to resolution.
Promote and develop Technical Service capability by actively providing product training to customers and staff to ensure Company equipment is effectively supported.
Take ownership for customer satisfaction for services performed - liaise with Service Operations and Technical leads for service escalations and follow up with customers on fault resolution.
Maintain sound knowledge regarding the technology and customers' application demands.
System level approach to problem solving with an analytical mindset and a strong drive to resolve open issues.
Work in accordance to all relevant certification and regulatory requirements such as NATA, ISO, Electrical Safety Acts and OH&S.
Manage the service process from allocation to completion, including the management of spare parts, service reports and billing summaries on the Astea service system so that invoicing is accurate and KPIs are met.
Assist the Sales Team with technical information, training and demonstrations as agreed with your manager.
To help the team achieve sales and margin (gross) targets for designated product portfolio / territory.
Actively seek out new opportunities to grow our customers’ service and sales, so that our budgets are met and exceeded.
Contribute to and make recommendations for the continual improvement in the procedures, quality and efficiency of Technical Service.
This position has the responsibility to approve expenses relating to consumables and local purchases related to an active job up to $500.
Minimum Requirements / Qualifications :
Tertiary qualification in a Scientific (chemistry / physics) / Electronic / Electrical Engineering, Chemistry or a science related field required.
Minimum 3 years of relevant experience in a similar position
Experience in the routine operations of LC / LCMS systems required
Experience within the scientific market and / or familiarity with scientific products required.
Experience in a technical support / service support role preferred.
Favorable experience with Thermo Fisher LC / LCMS software and hardware.
Valid Driver's License in good standing is mandatory
Skills & Attributes
Proficient in Microsoft applications including Microsoft office.
Excellent communication & interpersonal skills
Drive for Results, able to work independently, multi-task and prioritize based on business targets
Organisational skills with an ability to prioritise manage time effectively and meet agreed deadlines.
Effective interpersonal, communication and listening skills.
A dedication and commitment towards displaying a professional and positive attitude to work.
An ability to think strategically and laterally in order to maximize business opportunities.