Sr Service Support Representative

Job Description

At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Position Summary:

• Contributes to Customer Satisfaction and takes care of meeting customer’s needs. Impacts Customer Satisfaction directly by meeting or exceeding customers' expectations in all contacts with the Service Operations team. Impacts upon the Company's achievement of Sales and Service plans and forecast by ensuring the timely and accurate processing of orders, contracts, tenders, service calls etc.

Key Responsibilities:

• Acts as a contact point for customers/partners and ensures timely resolution and satisfactory outcome for customer complaints.
• As the need arises, ensures accurate and timely delivery of parts/tools maintains partner SLs and processes return parts for FSEs/partners, monitors and provides feedback on quality issues.
• Supports FSEs/partners with parts returns. As required, co-ordinates AB partner training by collecting training requests, maintaining FSE training records and certification, providing/organizing invitation letters etc.
• Ensures collation of information and accurate, timely response to Public and Private Tender invitations.
• Co-ordinates with internal departments (Service & Support) to provide relevant information and input.
• Review tender applications and assessment of customers' contact terms and conditions.
• Follow up on all quotations by phone to verify that the quote serves the customer’s needs and to sell the advantage of having a service contract.
• Work with Accounts Payable to insure that AB partner invoices are paid in a timely manner.
• Ensures data integrity in SAP.
• Responsible for processing contracts from the quotation to the invoice, either providing the necessary information or by completing the required tasks in SAP in a timely manner, within the company rules and guidelines.
• Performs promotional activities where defined.
• Responsible for booking contract orders in SAP and releasing invoices in a timely manner as directed by management in order to help manage order and revenue stream.
• Participates in service-selling programs
• Works together with Regional Managers and Team Leaders to get complex queries solved.
• Collects information relevant for an accurate forecast.
• Supports Service Manager/TL/FSE with general Admin tasks to 'Remove Admin from the Field' as advised.
• As vital, works with Finance to process 3rd party repair invoices from representatives and carries out other designated tasks supporting the business.

• Frequent Contacts:

• Internal
• Communicates with Team Leader/Supervisor (resp. Manager Service Operations EMEA) daily, Sales, and other sections as required.
• External
• Both verbally and in writing, at all levels, with the Division's customers.
• Minimum Requirements/Qualifications:
• Good Knowledge of SAP.
• Strong interpersonal skills (Written and verbal)
• Proficient in English - Additional language would be an advantage
• Basic Understanding of a service business and customer experience.
• Computer literate - 'Microsoft Office' - Word/Excel/PowerPoint.
• Must possess excellent administration skills, proficiency competence, and the ability to plan and time manage various tasks.
• The ability to work in a remote team or with a remote manager is essential.
• Experience in a customer contact/order administration role, preferably in a fast changing sales environment. In addition, must be able to work as part of a Team.

• Other Job Requirements:

• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment

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.