Job description 

Key Responsibilities:

Responsible for front line support for any service, service sales or spare inquiry. support region to achieve revenue targets.

Provide Onsite support for the Installation, calibration, Preventive maintenance, and repair of GC, GC-MS, HPLC, AAS, ICP-OES instrument

Display integrity, understanding, fact, fairness, and technical knowledge in all customer interactions.

Prioritizes according to business needs and ensures to meet call TAT for contract customers to enable CSO to meet response time agreements, ensure tracking of incoming customer requests and documentation of call handling (e.g., time spend, agreements with customers, attachment of information, etc.).

Achieve specified revenue targets while satisfying customer from instrument repair, installation, and PM’s.

Build relationships with customers to offer and close the sale of service contracts and other service products.

Collaborate with internal partners to resolve customer issues and improve processes.

Handle spare parts: ordering, usage, returns, physical count etc.

Maintain technical proficiency level servicing new instrument and problems by attending trainings, team meetings and remaining up to speed on new products, markets, customers, and competitors.

Manage travel expenses and follow travel policies and guidelines.

Education:

Required: Bachelor’s degree in any electronic engineering, or related field or equivalent work experience and knowledge.

Experience:

Minimum of 8+ years of meaningful experience in a related engineering and/or customer facing role.

Required Qualifications:

Uses effective questioning to identify customer needs.

Exercises judgment setting work priorities and identifies next steps.

Participates as a positive influence for the team.

Quickly adapts to change with positive and constructive feedback.

Working Conditions:

Frequent and travel on short notice to customer site is required and ranges from 50% of work time.

Works both remotely at home and in a laboratory environment.

May be required to stand for long periods of time while performing duties.

Works safely with chemicals and hazardous materials.

Able to work additional hours and flexible shifts. Stretchable for working hours.