Job Description

Location/Division Specific Information

Based in Shah Alam, Selangor.

How will you Make an Impact

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.

This position will support our customers, creating the best possible customer experience through technical support, installation, operator training and repair of Web & Metal gauging equipment. It will support our base across ANZ and APJ. This position has key responsibilities to ensure customer satisfaction and internal development of new engineers.

What will you do

On-site service work:

• Carry out quality technical and professional on-site installation and commissioning (I&C) of Thermo Scientific equipment which includes training the customer in the correct and safe operation and maintenance of the equipment.
• Cover any of the product lines commercialized in the APJ region by the CAD division.
• Provide onsite scheduled preventative maintenance and repairs of Thermo Fisher\xe2\x80\x99s equipment and attend to emergency breakdown visits as required. Provide ongoing customer training and technical support both in person and remotely.
• Complete site visit reports (service and commissioning) within time frames as laid down in the relevant work instructions, and or Customer requirements. Ensure all agreed action points are followed up.
• Handling of radioisotopes & X-rays as required.
• Perform Work in accordance with all relevant certification procedures and regulatory requirements.
• Be available to travel to sites at short notice, shift work, and during weekends and holidays if required.

Office service work:

• Carry out service and support for existing clients via telephone, email and remote computer login for solving the issues, performance checks, etc.
• Ensure that customers receive first class remote service and support in line with service agreements.
• Record and logging of customer support interactions to maintain the knowledge database and inviting customers to complete a survey.
• Be available to assist with after-hours work, roster coverage 24/7, on-call weekends if required.

• Act as a subject expert and resource for training.
• Provide On-The-Job training and on-site mentoring of other Field Service Engineers in any of the product lines. Assist on training and mentoring on channel partners programs as required.
• Assist in unresolved issues in any of the product lines brought up by other engineers at a local, regional and global coverage.
• Follow up of technical partner concern processes and attend critical issue meetings to ensure timely and efficient resolution of difficult problems.
• Drive product quality and reliability improvements by providing feedback to product quality teams. Follow up on solutions and involvement in the testing. Provide feedback on new product developments based on field experience and performance of previous solutions.
• Update and revise various system documentation in accordance with quality procedures.
• Develop and maintain exceptional technical and product knowledge through extensive product training and procedures, experience and working on the most exciting assignments.

Product Champion

• Manage the life cycle of customer assets.
• Total ownership of a group of customer accounts. Become the reference contact person for all customer\xe2\x80\x99s issues.
• Regular review through SFDC. Follow up on PSA completion, scheduling, recommendation on parts for trouble free operation. Assist on early PSA renewals and expansion.
• Assist on information required for quotes. Assist on completion of site requirement access and paperwork.
• Work in close association with the quality & product support team on RCCM on the recent issues. Product improvement suggestions.
• Optimization of equipment onsite for better performance
• Contribute to operational and strategic business plans by advising on contract requirements, installations and overseeing equipment commissioning and maintenance schedules.
• Actively seek out new opportunities to grow service and sales revenue to meet and exceeded regional budgets.
• Work closely with Commercial and Marketing teams to ensure that customer needs are met, and Company products are positioned correctly and effectively supported in the market.
• Any other duties as may be reasonably required from time to time by senior management.

Customer satisfaction:

• Develop and maintain a service driven customer focus by staying in constant contact with customers and listening to the customer so as to maintain and improve customer satisfaction levels and drive business opportunities.
• Earn and maintain customer loyalty and respect by:
• increasing your customer awareness.
• providing effective and professional assistance to your customers.
• forming enduring and trusting relationships with your customers.
• being the foremost and single point of contact for your customer whenever practical.
• recognizing your customers\xe2\x80\x99 needs and showing you care.
• being accountable to your customer.
• providing customer details for upload to Customer Allegiance Score (CAS) Program.

Product management and Improvement:

• Drive continuous improvement by feeding back product performance and customer perceptions of our products and services (including documentation) to the company.
• Use Lean PPI, phase gate and other company processes to drive continual improvement.
• Provide recommendations to product improvement, design and documentation.
• Maintain product manuals and recommended spares kits by reviewing and submitting up-dates where necessary.

Aftermarket business:

• Work with the aftermarket department to recognize and promote spares, equipment upgrades, Product Support Agreements, and other aftermarket products to existing customers.
• Assist with remote site spares inventory management, including branch offices and certain customers.
• Participate in the preparation, organizing and carrying out of training courses for customers.

Environment, Health & Safety

• Prevents accidents by taking personal responsibility for yourself, and any direct reports ensuring that no action or inaction causes harm to any other person or the environment.
• Conducts proactive hazard identification by notifying EHS, Supervisor / Manager immediately when any conditions or practices may cause personal harm or environmental / property damage.
• Observes all safety rules, including those in documented procedures, which are established to maintain safe work practices. Uses personal protective equipment (PPE) when the need is identified as part of the hazard management system.
• Reports any accidents/incidents, (including gradual process injuries) and near misses as soon as possible to EHS, Supervisor / Manager. Recording the event either electronically or in Accident Registers.

Quality

• Carries out tasks in compliance with the agreed procedure to assist the company in meeting its quality objectives.
• Participates effectively in quality improvement program and promotes co-operative effort between all departments and internal customers.
• Reports all quality issues to Supervisor / Manager as soon as possible.

This position may require you to participate in on call work. If you are on call, you are required to be available for immediate return to work outside of your normal and regular work pattern.

\xe2\x80\x8bEducation & Experience

• Tertiary qualification or Bachelor\xe2\x80\x99s degree, preferably in Electronic, Mechanical or Mechatronic engineering or a combination of education and experience that demonstrate the required skills.
• Minimum 6 years of relevant professional experience in Field Service Engineering in any or few of the product lines commercialized in the APJ region by the CAD division is required.
• Ability to handle multiple assignments simultaneously, set priorities and consistently meet deadlines.
• Strong organizational, analytical, process and communication skills.
• Process oriented, committed to continuous improvements.
• Ability to work collaboratively with all levels of the organization.
• Exceptional verbal and written communication skills
• Travel, often on short notice, to customer sites to resolve problems or support other field service personnel.
• Ability to travel internationally and obtain a valid passport.

Knowledge, Skills, Abilities

• Proficient in Microsoft applications including Microsoft office.
• Strong analytical skills.
• Organizational 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 improve business opportunities.
• An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive teammate.
• Ability to create and foster meaningful and beneficial partnerships with our customers, suppliers and peers.

Benefits:

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

EEO/Reasonable Accommodation:

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment.

PPD