Job Description
Responsible to deliver all Service activities (which might include: Installation including related customer introduction, Repairs, Maintenance Services, Validation Services, Hot Lines etc..) on Process analyzers for Mining and Cement Industries. Aso possible cross train on Labs analyzer:
- Satisfied customer becoming loyal customers
- Highest first time fix rates / lowest mean time to repair
- Lowest repeated call rates
Contributes to the overall Service Targets with respect to Bookings, Revenues, Service Profit and Overhead Cost while following all internal rules, processes and practices (as they are described)
Main Activities / Responsibilities
Performs all Service Activities for Thermo Labs equipments, according to internal rules and customer regulations
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Ensure responsive mail and telephone support and diagnostic as well as on-site Services to exceed the customer's expectations and making them successful by using TMO instruments. Actively promote our contract products.
Always ensure highest professional relationship with our customer base to achieve customer loyalty and escalate issues if necessary to solve critical tasks in the fastest way possible. Follow our ethical business conduct guidance.
Is responsible to manage the companies assets provided, such as potential Car Stock/Inventory of Parts, Computer, Telephone, general Tools, Software, eventually Company Car, Manuals etc.
Optimize the own work schedule by coordinating with all the necessary partners for service planning/scheduling (Dispatching function, Team Leaders, others).
Is responsible to report accurate and timely of all activities as required (e.g. Field Service Reports, Expense Reports, etc.)
Ensure alignment of all activities at the customer site with the rest of TMO and informs other part of TMO of important information with respect to our customers (e.g. information about new purchases to sales/lead generation)
Minimum Requirements/Qualifications:
Professional background in Electronics/Mechatronics/Instrumentation/Engineering or related subjects
Minimum 1-5 years experience servicing analytical equipment or equivalent applications specialist experience.
Travel time and customer visit will be requesting > 80% of working time.
Strong problem solving skills
Good verbal and written communication skills, ability to work across all levels, functions and regions
Demonstrated organizational skills with the ability to handle multiple tasks with different priorities
Excellent inter-personal, self-motivational and negotiating skills
PC skills
Driving License
Willingness to travel (up to 4 weeks) mainly within the appointed region but frequently as well through Latin American Territory. For training or special calls, international traveling is required.
Good English skills, both verbal and written
Mining Experience and Safety Culture
Non-Negotiable Hiring Criteria:
Driving License
Willingness to travel mainly within the appointed region
Good health - work at high altitude