Field Service - Analytical Instruments

Responsibilities and Duties:

• Perform installation, calibration, maintenance and repair of the instruments and parts via visits, telephone and/or email.
• Ensuring high level of customer satisfaction for all instruments in the assigned product lines, designated territory and customer accounts.
• Serving as the primary customer contact for technical and service issues for the product lines, designated territory and customer accounts.
• Identifying, managing and coordinating with various departments in the company to resolve customer concerns proactively.
• Ensuring that the maximum number of instruments from the assigned product lines and territory are covered under Annual Maintenance Contract.
• Taking responsibility and following-up for collection of service receivables.
• Quoting, negotiating and closing service contracts and repair charges with customers.
• Ensuring full compliance to CRM and AP Service processes, workflows and guidelines.
• Ensuring monitoring and managing of CRM saved searches to ensure proper check and control on various tasks.
• Strict adherence to all systems at AP
• Gaining and regularly updating a comprehensive technical knowledge of the assigned products.
• Identifying and transferring leads and sales opportunities to members of the sales team.
• Communicating new service opportunities, special developments, information, or feedback gathered through field activity to appropriate colleagues.
• Ensuring timely and effective communication with customers and colleagues.
• Assist Sales Team in conducting demonstrations, when required.

Required Skills and Abilities:
• Excellent written and verbal communication
• Must have - interpersonal, problem-solving, presentation and organizational skills
• Ability to work independently and responsibly
• High commitment to customer satisfaction
• Willingness for extensive travel as per the work requirement.

Education and Experience:
• A proven track record in instrument service for at least 6 – 8 years
• Master’s/ Bachelor’s degree