Job Description :
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Loud Noises (Equipment/Machinery), Office, Various outside weather conditions, Working at heights
Position Summary:
Provide the best possible field service & service to customers by providing technical support to them on the phone, by email and in the field. Installing, commissioning and servicing our product range in various locations primarily in South East Asia, Taiwan, South Korea and globally, and to individually be cost effective,
Frequent Contacts:
Internal
- Service Engineers
- Aftermarket Sales & Commercial Team
- Project Management, Engineering and R&D (hardware, software, firmware)
- Productions and Deport Repairs teams
External
- Existing and future customers of Thermo Fisher Scientific
- Thermo Fisher Scientific contractors and representatives
Key Responsibilities:
On-site service work:
- Carry out technical and professional on-site installation and commissioning (I&C) of PGNNA Thermo Scientific equipment which includes training the customer in the correct and safe operation and maintenance of the equipment
- Complete site visit reports (service and commissioning) in accordance with the schedules detailed in the applicable work instructions, and or Customer requirements
- Complete post commissioning report outs after each commissioning job within time frames as laid down in the relevant work instruction. Ensure all agreed action points are followed up.
- Perform the loading of radioisotopes as required.
Office service work:
- Carry out assistance and help for existing clients via telephone, email and remote computer login for fixing, performance checks, etc.
- Ensure that clients on Service Contracts receive first class remote service and support consistent with service agreements.
- Support the internal Service Standard Work procedures platform
- Work within the PGNAA global technical support team.
Customer satisfaction:
- Develop and maintain a service motivated focus by staying in constant contact with customers and listening to the customer so as to maintain and improve customer satisfaction levels and drive business opportunities.
- Earn and maintain customer loyalty and respect by:
-increasing your customer awareness.
-providing effective and professional assistance to your customers.
-being the foremost and single point of contact for your customer whenever practical.
-being accountable to your customer.
Product management and Improvement:
- Drive continuous improvement by fostering back product performance and customer perceptions of our products and services (including documentation) to the company
- Use Lean PPI, phase gate and other company processes to drive continual improvement
- Provide recommendations to product improvement, design and documentation.
- Maintain product manuals and recommended spares kits by reviewing and submitting up-dates
Other Job Requirements:
- Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment.
Continuous Improvement:
- As part of the business PPI-Lean Enterprise program, certified to ISO9001 - Quality Management System (QMS) actively use practical process improvement (PPI) tools and 8-step methodology to evaluate (audit), identify, develop and implement improvements as the process champion for contract review and project execution
- Actively use the Root-Cause Counter-Measure (RCCM) 5-whys tool to evaluate gaps or misses in performance (critical metrics) and establish sustainable corrective and preventative actions.
- Be effectively motivated in the CARES/CAS program to be aware of and identify improvements to customer satisfaction.
Minimum Requirements/Qualifications:
- Diploma / Degree in Electrical / Electronics or any related field is needed
- Fault finding electro-mechanical equipment
- Field Service experience in the mining or mineral sector (or related) processing industries, especially coal and cement plants, with Experience in on-line analysers (PGNAA technique) and/or industrial processing instrumentation
- Regression analysis techniques, Microsoft Windows and Office software
- Excellent oral, written communication and interpersonal abilities
- Self Motivated & Ability to learn quick
- Time management, flexibility to travel, sometimes with limited notice
- Ability to read and understand manufacturing assembly drawings, electrical & pneumatic schematics
- Out of Hours support to Customers and Weekend & Public Holiday work required
Key Performance Metrics:
- Service Case Metrics
- CAS Scores for Field Service and Technical Support
- Engineer Utilisation
We are committed to a vibrant culture where global colleagues are treated with respect, supported in their growth and empowered to excel. Fostering inclusion and belonging means we are purposeful in creating an environment where unique perspectives are welcomed and every voice matters.
