Vacancy expired!
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.Location/Division Specific InformationIncumbent will have the ability to work remotely, anywhere in the United States.How will you make an impact?To ensure and deliver efficient, above expectation installation experience to our customers. The Service Support Representative owns the installation process from time of order acceptance through customer sign off ensuring installation, training and post application support are delivered are scheduled and completed.What will you do?
Manage installation service and preventative maintenance requests for the ULS division ensuring installations are performed timely and meet customer expectations.
Oversee the service installation process from time of order acceptance through installation and training completion.
Directly interface with customer to coordinate lab readiness and schedule installation. Establish confirmation communications with the customer as well as post installation courtesy calls.
Coordinate and track installation time line with Sales, Order Entry, Field Service Engineer and Center of Excellence and Call Center.
Ensure Order Entry has accurate lab ready dates in SAP to signal factory to ship
Ensure training and application support activities are coordinated and scheduled prior to installation, based on the target installation date.
Facilitate escalation of issues to application support or factory if necessary. Drive customer solution
Maintain scheduling for preventative maintenance tickets in C4S
Work with Finance to ensure month end revenue recognition is maximize via reporting on open installation time lines.
Develop Key Process Indicators (KPI)
Recommend process improvement utilizing Practical Process Improvement (PPI) methodology for assigned work areas.
Maintain and distribute key reports for Field Service Engineers related to open installations and preventative maintenance.
Other duties as assigned.
How will you get here?Education
Requires High School diploma or equivalent
Associate or Bachelor's degree preferred
Experience
Minimum 3 years prior experience working in customer service or in a scheduling function.
Experience developing and maintaining spreadsheets in Microsoft Excel is a must.
SAP experience preferred
Knowledge, Skills, Abilities
Must possess communication skills, written and verbal, to clearly express his or her ideas, share technical information, communicate well with customers and various levels of the organization, write procedures and develop plans.
Must possess analytical and critical thinking ability to be able to evaluate, interpret information and procedures, to make timely decisions while functioning in a fast-paced, changing work environment.
Must possess organizational skills to meet deadlines and assist staff in multi-tasking.
Must be able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
Must be self-motivated, stress and pressure resistant, as well as a quick learner.
Intermediate proficiency in computer applications: i.e. Microsoft Word, Outlook, Visio and Adobe Acrobat.
Intermediate Excel skills is a must.
Ability to solve problems and work independently
Ability to produce accurate high quality work with attention to detail
Ability to work well both independently as well as within a team environment
Ability to work overtime as dictated by work load.
Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement
Above average computer skills
Exceptional written and verbal communications
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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 increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled 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 .Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
Vacancy expired!