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Senior Customer Care Manager

8.00 to 10.00 Years   Delhi   28 Sep, 2020
Thermo Fisher Scientific India Pvt Ltd
Job LocationDelhi
EducationNot Mentioned
SalaryNot Disclosed
IndustryPharma / Biotech
Functional AreaOperations Management / Process Analysis,Sales / BD
EmploymentTypeFull-time

Job Description

  • Support activities related to large IOCL project in North and rest of India on case to case basis. This includes Installation and commissioning, warranty support and CMCs for SOLAII systems.
  • Lead and Manage North regional team of service persons to generate service revenue and achieve CAS targets.
  • Track and Monitor Service Revenue and CAS targets.
  • Drive Disciplines related to Call Logging, Site service Scheduling, Complaint Resolution, Analysis, Audits, Reports, PPI Modules etc.
  • Communicate with Factories for Technical Issues and other matters.
  • Provide Technical Support to Engineers and Customers as per the requirement.
  • Develop technical expertise on products so as to carry out Inspection of all operating parts of analyzers to ensure proper operation within expected tolerances and fine-tune and troubleshoot equipment for proper operation as required.Interact with manager during field service and update daily status. Co-ordinate with team members & Service Coordinator weekly to update both technical & commercial issues of Customer. Provide firm
  • Schedule of visits for site as assigned or as per Customer WOs
  • Monitor and Track various contracts and related revenues under execution.
  • Identify and create opportunities for finalizing service contracts and sale of spare parts.
  • Maintain, manage and update databases & online portal regularly
  • Clearly and professionally interact with customer, regarding status of visit schedule/ Parts information/ commercial updates on a routine basis
  • Able to determine tools and equipment required to perform scope of job
  • Perform routine maintenance on equipment, and assist in establishing preventative maintenance schedules with customer. Prepare and provide documentation as per audit requirements.
  • Assemble, align, and install equipment as necessary and keep a track of warranty services etc
  • Travel, approximately 80-85% of the time
Qualification (mention the qualification which are both mandatory and good to have too. Include any certifications / publications that may be considered)- Bachelor Degree in Engineering or Technology in Electronics/Instrumentation/ElectricalSkills, Knowledge and Experience (to specify nature and extent of experience needed, skills that the candidate should have acquired and/ or knowledge of specific techniques / technologies / processes / subject. The skills could also include competency traits / behaviors needed)
  • Minimum of 8-10 years of directly related experience on Process Monitoring Systems. Has experience on Process Monitoring Instruments namely SOLAII, Mass spectrometer products, Nucleonic Instruments and Environment Monitoring like Ambient Air Quality Monitoring Systems, Stack Emission Monitoring Systems etc.
  • - Good analytical & Technical knowledge in required field
  • - Good Communication & presentation Skill
  • - Good People management skills for Managing customers & junior technicians.
  • - Seriousness & positive attitude to job with proper conduct.
  • - Willing to Relocate and flexible for extensive touring as per site requirement.
Apply Now,

Keyskills :
salescustomer servicedeliverymarketingcustomer supportpeople management skillsair quality monitoringair qualitycall loggingfield servicetechnical supportpeople managementmanagement skillsservice contracts

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