Job Description

Position Summary:

Fostering a partnership with the business Group’s customers by providing them with advice and technical support that will help them gain the most from the products that we sell them.​

• To install, calibrate, maintain and repair instruments in the Company’s product portfolio (Laboratory Equipment and Third Party Products) in a professional and reliable manner.

• Achieve minimum call turnaround for all customers.

• To achieve service revenue budget by championing Company products, developing strong customer relationships and working closely with commercial and operations teams

• Assist sales team to achieve sales and margin (gross) targets for their designated Portfolio so that growth and performance objectives are exceeded.

• Highly responsive and proactive in dealing with customer’s needs and maintain close and effective relationships with Company Sales, Marketing and Service teams to assure quality outcomes for all service & product issues raised

• To be highly responsive and proactive in dealing with customer’s needs.

• To carry out your employment in an efficient and commercially appropriate manner.

Key Responsibilities:

Service

• Perform in accordance with the AS/NZS ISO9002: 1994 Quality Standard, as detailed in the Company’s Quality Manual.

• Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.

• Work with Service Operations staff to effectively manage field service activities and complete administration requirements to support the business

• Promote and develop the Technical Service capability and mentor appointed Apprentice

• Take ownership for customer satisfaction for services performed.

• 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 entering of all parts and text on the computer system, so that the invoicing process is accurate and the KRAs are met.

Sales Support

Assist the Sales Team with technical information, training and demonstrations as agreed with your manager and help the team achieve sales and margin (gross) targets for designated product portfolio/territory.

Growth and Development

Contribute to and make recommendations for the continual improvement in the procedures, quality and efficiency of Technical Service.

Asset Management

Maintain company property according to company policy, including but not limited to: GOA stock, Company vehicle, Telephones, Computer and other material deemed company property.

Key Focus Area:

Working to Things We Value

To maintain a professional and positive attitude whilst being committed to our things we value of integrity, intensity, innovation and involvement. Including:

• Exceeding customer service level expectations (external & internal)

• Working to agreed deadlines

• A focus to finding solutions

• Working within quality and company policy guidelines

• Maintaining professional appearance at all times

Reporting

To work with the Service team leaders regarding:

• Availability to complete service responsibilities with respect to installations and other service commitments.

• Staff issues.

• Any outstanding customer problems.

• Customer complaints.

Environmental Health & Safety

To take reasonable care of your own health and safety, as well as the health and safety of others. Assist with the identification’ assessment and addressing of EH & S issues in the workplace. Actively participate in all EH & S activities as instructed by the site EH & S coordinator. Follow all applicable Safe Work Methods and standards.

Other

Other duties as directed by Service Management.

Minimum Requirements/Qualifications:

• Relevant Electronic/Engineering Qualifications

• Driver’s License

• Experience within the biomedical, diagnostic or scientific market highly regarded

• Experience in a technical support role preferred

• Restricted electrical license desired (or relevant competency to obtain one)

Skills & Attributes

• Proficient in Microsoft applications including Microsoft office.

• Strong analytical skills.

• 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.

• An initiative taker who has the ability to work autonomously, and has an enthusiastic, energetic and positive attitude while being a supportive team player.

• Ability to build and foster meaningful and beneficial partnerships with our customers, suppliers and peers.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.