Job Description

Job Title: Senior Service Engineer


Reports To: National Service Manager - SDG


Group/Division: Speciality Diagnostics Group/Clinical Diagnostic Division


Position Location: Mumbai

Position Objective:


This position involves in undertaking the Installation, Maintenance, Breakdown Calls & Field upgrades of the Clinical Diagnostics Division and Speciality Diagnostics Group of Thermo Fisher Scientific product portfolio with an objective to keep all the instruments operational as per technical specifications and to achieve customer happiness. This person will also support the 'Analyzer Expert Center organization' in administrative and operational areas such as listed below, but not limited to.



• Work independently to service company products involving: Installations, Training, validation support, Remote and On-site Diagnostics, Repair Services and Preventative Maintenance visits.
• Provide technical assistance, consultation and problem resolution to customers as vital.
• Undertake role as a trainer for the other field service engineers.
• Collaborate with 'Analyzer Expert Center cross-functional teams, including sales, service & support, product management, and engineering, to address customer needs and ensure seamless product integration.
• Accurately document field service activities, including installation report and service work report, and timely submit through the required system.
• Ensuring customer issues are accurately and timely communicated to the required party, solution developed and eventually solved.
• Ensuring customer satisfaction in all aspects of services provided.
• Implement key account strategies for high profile customers and maintain good relationship with key opinion leaders at customer site.
• Share experience and various tips & tricks of product services and applications with colleagues.
• Contribute to knowledge base to allow continued improvement of work efficiency and effectiveness.
• Effectively communicate competitive information and additional sales opportunities to Field Sales team.
• Ability to travel extensively throughout the assigned territory as & when required.
• Compliance with Organization Policy.

Minimum Requirements/Qualifications:

• Bachelor's degree or Diploma in Engineering, preferably in Electronics / E&C /Electrical/Biomedical, etc.
• 6-8 years of support experience in laboratory diagnostics industry.
• Strong hands-on analytical and troubleshooting experience.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Ability to combine technical knowledge with service skills.
• Ability to travel at least 75% of the time.
• Excellent interpersonal skills

Non-Negotiable Hiring Criteria:

• 6-8 years of support experience within the laboratory diagnostics industry.
• Excellent written and verbal communication skills
• Basic negotiation skills
• Ability to travel at least 75% of the time.