Technical Support Manager
Year Mumbai, Maharashtra, India
Job Description
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Work Schedule Standard (Mon-Fri) Environmental Conditions Office Thermo Fisher Scientific India is seeking a highly skilled and experienced Senior Technical Support Manager to lead and enhance our technical service, training, and troubleshooting efforts for Analytical equipment, specifically In-organic Mass Spectrometry (MS) within the Thermo Fisher customer base. The successful candidate will demonstrate exceptional technical proficiency in the MS product line, with a focus on delivering excellent customer service and optimizing system performance. Key Responsibilities: Technical Expertise:
- Provide advanced technical support for Mass Spectrometry and Chromatography equipment, demonstrating in-depth knowledge of product features and functionalities.
- Undertake critical product installations at client premises, ensuring compliance with 21 CFR and proficiency in CDS software.
- Deliver comprehensive training on instrument usage, both in-person and remotely, covering Dos and Don\'ts for optimal system performance.
- Offer technical advice through phone and notes sharing, addressing customer queries and concerns.
- Investigate difficulties and address faults arising from equipment operation or utilization, suggesting solutions or arranging necessary repairs.
- Act as a key link between customers and Sales and Marketing, ensuring effective communication and service delivery.
- Demonstrate a good understanding of Windows-based tools for the analysis of data, providing support and guidance to customers as needed.
- Coordinate with Field Service Engineers (FSE), Regional Service Heads (RSH), Zone Sales Managers (ZSM), and customers for efficient problem resolution.
- Conduct customer visits to diagnose and address repeated problems that remote support or FSEs may be unable to resolve.
- Make recommendations on spare parts requirements and contribute to equipment monitoring.
- Achieve critical metric targets for Productivity through Depot repair & Remote resolution.
- Prompt maintenance contracts, PM kits, instrument hardware upgrades, software upgrades, and system calibrations to meet service revenue targets.
- Willingness to travel within the assigned territory and potentially outside in case of emergencies.
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Job Detail
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Job IdJD3347055
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMumbai, Maharashtra, India
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EducationNot mentioned
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ExperienceYear