Lead - AMS Work Order Processing

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or growing efficiency in their laboratories, we are here to support them. Our company of more than 80,000 colleagues delivers an unrivalled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com.

Job Title:Lead Customer Service Representative - Work Order Processing

Location: Budapest/Hungary

Employment Type: Full-time

POSITION OVERVIEW:

The Lead Customer Service Representative is part of a multi-cultural team and enjoys working in an international setting, whereby a wide range of administrative duties must be fulfilled.

The team provides internal support to Thermo Fisher collaborators and the field engineering team and delivers professional service and excellence in a high-volume diverse back-office environment.

MAJOR AREAS OF RESPONSIBILITY:

• Creating work orders (Maximo), PM Scheduling and maintain requirements, service dates.
• Decide on correct path forward to address customer needs/allocating tasks to team members and 3rd party vendors.
• Manage the process for raised inquiries and complaints to resolution, without managerial support.
• Work Order Administration.
• Create and maintain equipment record.
• Maintain customer databases.
• Monitoring of Service Requests and Work Orders.
• Train team members in processes / systems.
• Provide expertise, mentorship and support to colleagues.
• Assess the need for change and implement process changes in order to increase efficiency.

REQUIRED EDUCATION/EXPERIENCE:

• Bachelor's or Master’s degree.
• 2-3+ years of relevant customer service experience or equivalent.
• Experience with SAP or other ERP preferred but not essential.
• Fluency of the English Language both written and verbal. Any other European language knowledge is an advantage. 
• Advanced Microsoft Office user (Outlook, Excel).
• Proven knowledge of dealing with internal and external customers.
• Able to empower team members.
• Must have the ability to prioritize and solve problems and to multi-task under deadlines.
• Result oriented and has a process improvement mindset.
• Take responsibility and act as an owner.
• Excellent written and verbal communication skills.

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.