Job Description

　　As a LSMS Technical Support Specialist, you will provide product line consultation to customers and service personnel, primarily in your designated Region. You will be encouraged to keep up to date with our instrumentation and build/maintain a positive relationship with the field service team, by maintaining some field work to keep knowledge updated. Utilising our remote technologies (such as Augmented Reality and various other digital tools) and through effective diagnosing, you will minimise disruption to the customer's scientific operations and deliver a speedy resolution or formulating a concise action plan to our service colleagues.

　　Professional background in Electronics/Chemistry/Engineering or related subjectsMinimum 3 years experience servicing Thermo Fisher Scientific Analytical Instrumentation on LSMS instruments

　　Key Responsibilities:

　　Connect with customers who have raised a technical issue to ensure minimal disruption to customer's analytical needs by minimizing the need for onsite service whenever possible by providing a timely resolution or a detailed action plan to ensure the FSE can resolve the customer's issue on their first visit.

　　Provide technical support via phone or electronically to customers, involving hardware, software and operationsDiagnose efficiently utilising our internal tools to delight our customers!Carry out Field Service activities to keep updated on your knowledge, in line with Field Service engineer guidelinesHandle all ticket types for Technical Support to meet our SLA'sEffectively plan and schedule corrective maintenance visits for in scope onsite service requestsWork to optimally diagnose all contract and warranty service requests with a clear plan to communicate to field serviceAbility to consistently follow business procedures and meet performance metricsEffectively ensure both internal and external customers receive exceptional experiences with every interaction!Maintain highly accurate records in the service database for compliance regulations.Promote aftermarket products for the service organization and submit in our uLead programAll other duties as assigned by Technical Support Manager and/or Supervisor