Service Operations Analyst (Electron Microscopy)

Job Description

The Sales and Service Operations Group provides superior customer service to all internal and external customers by assuring clean sales and service order processing from quotation to invoice including communications to the relevant teams and customers. Success comes as a combination of outstanding communication, excellent knowledge of company policies and procedures, and a general understanding of company tools and product divisions.

Specific results of this position include:

- Accurately processes the parts and orders and service requests; quotation creation, PO/Contract validation, order creation, delivery arrangement, invoicing, and regular follow up with field service and logistics teams to ensure the customer's needs are met successfully and promptly.

- Prepares accurate pricing of part orders and returns based on factors such as foreign currency conversion rates, contract type and coverage, special customer discounts, part type category and subjective data from field service team.

- Ensures accurate cost and revenue account are associated with parts, labor and expenses on each call, which requires the understanding of company sales and service accounting structure.

- Settle shipping method based on numerous factors including part size and weight, contractual agreements with the customer, and preferred carrier.

- Acts as customer liaison with Accounts Receivable to resolve billing issues and find resolution.

- Maintains records regarding customer returns, deliveries, changes, pricing, and return credit problems.

- Supports field service management team in service revenue forecasting by providing weekly quoting and invoicing reports.

- Implements in compliance with company policies and procedures.

- Participates in improvement initiatives and projects within customer service and across functional areas of core integration.

- Ensures all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.

Qualifications & Requirements

- Bachelor’s degree over 2 years of sales/service order administration or similar experience in a high volume Equipment industry for Semiconductor or Science such as universities or R&Ds is helpful

- Personal management: Customer-oriented, problem-solving, critical thinking, judgment, follow-through, time management, work independently, proactivity, ability to prioritize work, patience under pressure, solid investigative skills, big picture thinking, results-driven.

- Quality: attention to detail, accuracy, organizational skills

- Communication: clear, timely, accurate, tailored to the audience, language skills.

- Collaboration: Relationship, team player, training skills, collaborative, multi-cultural lens.

- Technology Use: Microsoft Office, ERP knowledge (QAD, CORA, Outlook, Excel, PPT and Word)

- Technical: Global trade regulations/governmental/GDPR, project management, process improvement

- Excellent verbal and written communication skills in English and Korean

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one global team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. Apply today! http://jobs.thermofisher.com

Benefits:

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

EEO/Reasonable Accommodation:

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.