Job Description

Job Title: China Service-Call Center-Online Technical Support Engineer-LSMS

Reports To: Zhang Jia

Group/Division: China Service Operation

Career Band: professional 5

Job Track: Professional

Position Location: Shanghai

Number of Direct Reports: 0

Day/Shift (if applicable):

FLSA Status (Exempt/Non-Exempt):

Position Summary: (1-2 sentences)

The primary responsibility of this role is to provide remote post-sales customer service support and be the key contact window of customers and China Service. Need to quickly provide solutions, troubleshoot instrument and software, deliver operation consulting and basic application support, to meet customers expectation of professional, efficient, timely and latest technologie's service.

Key Responsibilities: (Bullets)

1. Be the contact window of customer and China Service, quickly provide solution to our customers.

2. Deliver professional proposals related instrument malfunction, operation enquiry, application questions, other customer concerns.

3. Work with team closely to keep improving technical capability and online handling capacity.

4. Support knowledge base construction and share online experience tips within team.

5. Work closely with different function team, try to keep optimizing working process to make sure high service level and high customer satisfaction.

6. Onsite service will be needed when necessary.

Minimum Requirements/Qualifications: (Bullets)

Qualifications:

1. BS degree or above in analytical chemistry, chemical engineering, or equivalent required.

2. At least 5 years’ installing and service experience with LC&LCMS.

3. Preference will be given to those with 35 years technical support experience of LCMS.

4. Must have probability to diagnose and resolve problems on sophisticated electronic, mechanical and optical instrumentation experience in a commercial scientific laboratory environment.

5. Excellent communication, presentation and documentation skills in both Chinese and English.

6. Effective oral and written communication skills with both English and Chinese (Mandarin).

Non-Negotiable Hiring Criteria:

Related laboratory LCMS experience

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.