Sr Service Support Representative-SCA
Sr Service Support Representative-SCA
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Salary Not Disclosed
1 Vacancy
Job Description
Work Schedule
Standard (MonFri)Environmental Conditions
OfficeJob Description
Position Summary:
Join Thermo Fisher Scientific Inc. in Madrid as a Sr Service Support RepresentativeSCA to contribute to our mission of promoting health cleanliness and safety worldwide.
Contributes to Customer Satisfaction and looks after meeting customers needs. Impacts Customer Satisfaction directly by meeting or exceeding customers expectations in all contacts with the Service Operations team. Impacts upon the Companys 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 contact point for customers/partners and ensures timely resolution and satisfactory outcome for customer complaints.
- Ensures accurate and timely delivery of parts/tools maintains partner SLs and processes return parts for FSEs/partners.
- Supports FSEs/partners with parts returns and coordinates AB partner training.
- Ensures collation of information and accurate timely response to Public and Private Tender invitations.
- Coordinates with internal departments to provide relevant information and input.
- Reviews Tender applications and assesses customers contact terms and conditions.
- Follows up on all quotations to verify that they meet customer needs and promote service contracts.
- Works with Accounts Payable to ensure timely payment of AB partner invoices.
- Ensures data integrity in SAP.
- Processes contracts from quotation to invoice in a timely manner adhering to company rules and guidelines.
- Implements promotional activities as defined.
- Books contract orders in SAP and releases invoices promptly.
- Participates in Service upselling programs.
- Collaborates with Regional Managers and Team Leaders to resolve complex queries.
- Collects information for accurate forecasting.
- Supports Service Manager/TL/FSE with general administrative tasks.
- Works with Finance to process 3rd party repair invoices and other designated tasks.
Frequent Contacts:
Internal
- Communicates daily with Team Leader/Supervisor Sales and other sections as needed.
External
- Interacts verbally and in writing with customers at all levels within the Division.
Minimum Requirements/Qualifications:
- Good knowledge of SAP.
- Strong written and verbal communication skills.
- Fluency in French and English; additional language skills (Italian/German/Others) are advantageous.
- Basic understanding of service business and customer experience.
- Proficiency in Microsoft Office (Word/Excel/PowerPoint).
- Excellent administration skills organizational proficiency and time management capabilities.
- Ability to work in a remote team or with a remote manager.
- Experience in a customer contact/order administration role in a dynamic sales environment.
- Experience managing documentation for public tenders and platforms.
Other Job Requirements:
- Adherence to OHS policies and procedures to ensure a safe and healthy workplace environment.
Required Experience:
Senior IC
Employment Type
Full-Time
