Sr Service Support Representative

Work Schedule

Environmental Conditions

Job Description

When you are part of the team at Thermo Fisher Scientific youll 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 realworld impact and youll be supported in achieving your career goals!

Location/Division Specific Information

Grand Island New York

How will you make an impact

All of our employees share a common set of values Integrity Intensity Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract develop and retain worldclass people who will thrive in our environment and share in our mission to enable our customers to make the world healthier cleaner and safer.

Position Summary: Join our dynamic Global Service and Support organization as a Senior Service Support Representative. In this role you will be responsible for delivering outstanding customer experiences for our scientific instrument install base.

What will you do

• Provide customer support for Thermo Fisher Scientific instruments by answering customer inquiries. Inquires may be received via phone email or web.
• Provide customer support by utilizing all available resources and escalate issues or problems when warranted
• Work collaboratively with internal teams including sales field and product development to provide support for instrument service ensuring efficient resolution of servicerelated issues
• Participate in frequent training on instruments and continuing education on new technologies to remain at the cutting edge of scientific knowledge
• Accurately record pertinent information from the customer contacts in our Customer Management system.
• Recommend changes to knowledge databases website and other companymanaged databases of technical information
• Proactively identify opportunities for process enhancements and implement improvements to enhance service quality and customer experience
• Contribute to team meetings
• Participate in additional special team or individual projects
• May be required to perform other related duties as opportunities arise
• Capture sales leads on incoming calls and emails.
• Minimal travel may be required for this position

Minimum Requirements / Qualifications

• Minimum of a high school diploma or equivalent is required
• B.S. or B.A in Life Sciences Business or a similar field is preferred
• Prior experience in customer service or a customer facing role is a plus

Knowledge Skills Abilities

• Proven ability to quickly learn and understand new technical information
• Strong verbal and written communication skills with customers and colleagues
• Ability to manage multiple priorities effectively
• Excellent problemsolving skills
• Customerfocused attitude and strong teammate
• Proficiency in computer applications including spreadsheets databases word processing and internet usage

Compensation and Benefits

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 longterm 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: Experience:

Senior IC