Engineer II, Field Service — North Ryde, Ryde Area

Expired

Role Summary: Liaise with the EAC organisation, equipment suppliers and service management to ensure customer requirements can be met. Support timely customer issue resolution by working directly with customers & across the team to address potential differences in product performance vs expectations. Perform maintenance and repair activities as needed based on customer demand / staffing. Support the commercial teams in finding opportunities to add new products and/ or capabilitis Achieve a high level of knowledge in the use of the equipment, equipment applications, solvinag, specifications, and applicable laws Support the service administration team, service and sales teams in responding to technical product inquiries, as well as assistance with spare parts identification Work with other Thermo Fisher Scientific groups and departments to help maintain product quality and promote customer satisfaction To install, calibrate, maintain and repair instruments across the product portfolio. To achieve service revenue budget by championing Company products, developing strong customer relationships and working closely with commercial and operations teams To assist sales team for their designated Portfolio so that growth and performance objectives are exceeded. To be highly responsive and proactive in dealing with customer's needs and maintain close and effective relationships with Company Sales, Marketing and Service teams To carry out your employment in an efficient and commercially appropriate manner. Key Responsibilities: Service Perform in accordance with the AS/NZS ISO9002: 1994 Quality Standard. Perform to designated goals of turn-around-time, response time, repair rate and customer expectations. Work with Service Operations staff to successfully run field service activities and complete administration requirements to support the business Take ownership for customer satisfaction for services performed. Run the service process from allocation to completion, including the entering of all parts and text on the computer system, so that the invoicing process is accurate and goals are met. Maintain company property according to company policy, including but not limited to: GOA stock, Company vehicle, Telephones, Computer and other material deemed company property. Key Focus Area: Working to Company Values Including: Exceeding customer service level expectations (external & internal) Working to agreed goals A focus to finding solutions Working within quality and company policy guidelines Maintaining a professional appearance at all times Reporting To work with the Service team manager to ensure: We are able to implement service responsibilities with respect to installations and other service commitments. Staff issues. We resolve any customer problems. Environmental Health & Safety To take reasonable care of your own health and safety, as well as the health and safety of others. Assist with the identification' assessment and addressing of EH&S issues in the workplace. Actively participate in all EH & S activities as guided by the site EH&S coordinator. Follow all applicable Safe Work Methods and standards. Minimum Requirements/Qualifications: Qualifications & Experience Experience within the water and waste water industry Experience in a technical support role preferred Restricted electrical license desired (or relevant competency to obtain one) Driver's License Skills & Attribute Proficient in Microsoft applications including Microsoft office. Strong analytical skills. Organisational skills to prioritise effectively and meet agreed timelines. Effective interpersonal, communication and listening skills. A dedication and commitment towards displaying a professional and positive attitude to work. An ability to think strategically and laterally to enhance business opportunities. An initiative taker who can work autonomously, with enthusiasm and energy to be a supportive teammate. Ability to create and champion meaningful and effective partnerships with our customers, suppliers and peers.