Job Title: Sr Service Support Representative

Job ID: 149255BR  

Thermo Fisher Scientific is at the forefront of the global response to COVID-19. We are working with governments, agencies, industry partners and researchers globally to ensure priority access to instruments, consumables, safety supplies and other products to address the outbreak. This key role will play a valuable part in our efforts.

Location/Division:
US - Grand Island, NY - 2170 Whitehaven Road Mon-Fri 1130am-8pm EST

How will you make an impact?
As a Sr. Service Operations Representative you will contribute to customer's satisfaction and take care of meeting customer’s needs. You will impact customer satisfaction directly by meeting or exceeding customer's expectations in all contacts with the Service Operations team. Additionally, you will impact the Company's achievement of sales and service plan and forecast by ensuring the timely and accurate processing of orders, contracts, service calls etc.

What will you do?

• Act as first point of contact for the Field Service Team by opening install, training, and upgrade calls to ensure timely installation of instrumentation
• Manage internal and external customer support request to ensure quick resolution and maintain customer satisfaction.
• Promote customer allegiance
• Maintain all instrument equipment records and warranties in North America
• Co-ordinates with internal departments (GSS, Customer Care & Finance) to provide relevant information and input for all Service Contract Business
• Works together with Regional Managers and Team Leaders to get inquiries solved
• Ensures accurate and timely delivery of information, staying with in Service Levels
• Process up-front service sales and service invoicing
• Coordinate instrument relocations

How will you get here?
Education:

• High School Diploma Required
• BS/BA in business administration or related field preferred

Experience, Knowledge, Skills, Abilities

• Experience with quoting, booking, invoicing, and general SAP administrative duties
• Experienced (2+ years) in SAP, E1 or other proprietary systems and MS office – or similar applications preferred
• Experience in working across functions and establishing strong working relationships
• Strong written and verbal communication skills
• Strong critical thinking and problem-solving skills
• Solid organizational, time management and multi-tasking abilities
• Driven self-starter who seeks continuous improvement and embraces PPI
• Works with minimal supervision to achieve organizational goals
• Comfortable working independently and in a team environment
• Works well under pressure to meet deadlines

At Thermo Fisher Scientific, each one of our 80,000 extraordinary minds have a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner, and safer.