Sr Service Support Representative
Thermo Fisher Scientific

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

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:

Drives customer experience by meeting customer's needs. Impacts Customer satisfaction directly by meeting or exceeding customer's expectations in all contacts with the Service Operations team. Enables achievement of Sales and Service plan and forecast by ensuring the timely and accurate processing of orders, contracts, tenders, service calls etc.

Key Responsibilities:

• Acts as a contact point for partners and ensure timely resolution and satisfactory outcome for questions and requests.
• Ensures collation for accurate, timely response to customers.
• Coordinates with internal departments (GSS, Customer Care & Finance) to provide relevant information and input for all Service Contract Business which may include working with EMEA Offices of Service Operations.
• Ensures data integrity in SAP. Running various reports from SAP and ensuring clean data in our internal systems. Maintenance of Customer Data, Install Base of Instruments and Warranty/Contract Alignment
• Responsible for processing contract quotes, booking contracts against purchase orders and invoicing by completing the required tasks in SAP in a timely manner, within the company rules and guidelines.
• Participates in Service up selling programs (FLIP)
• Works together with Regional Managers and Team Leaders to get queries solved.
• Ensures accurate and timely delivery of parts/tools maintains partner Service Levels and monitors and gives feedback on quality issues.

Minimum Requirements/Qualifications:

• HS diploma or equivalent required
• Basic Knowledge of SAP and or E1
• Strong communication skills (Written and verbal)
• Good understanding of a service business and customer experience.
• Computer literate - 'Microsoft Office' - Word & Excel
• Possess excellent administrative skills, interpersonal proficiency and the ability to plan and time lead various tasks.
• Ability to work in remote team or with a remote manager is essential.
• Experience in a customer contact/order administration role, preferably in a constantly evolving sales environment. In addition, be able to work as part of a team.
• May require occasions travel for meetings and training across our locations

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.

Compensation and Benefits
The hourly pay range estimated for this position based in New York is $20.00-$24.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
  
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
  
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
  
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
  
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
  

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

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