Sr Service Support Representative - SvA EMEA
Sr Service Support Representative - SvA EMEA
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Salary Not Disclosed
1 Vacancy
Job Description
Work Schedule
Standard (MonFri)Environmental Conditions
OfficeJob Description
Drive Customer Satisfaction by addressing and meeting customer needs. Directly impact Customer Satisfaction by consistently meeting or exceeding customer expectations in all interactions with the Service Operations team. Play a pivotal role in supporting the Companys achievement of Sales and Service plans and forecasts by ensuring the timely and accurate processing of orders contracts tenders and service calls.
Key responsibilities:
- Serve as the primary contact point for customers and partners ensuring timely resolution
- Ensure accurate and timely delivery of parts and tools maintain partner Service Level Agreements (SLAs) process return parts for Field Service Engineers (FSEs) and partners and raise quality issues.
- Support FSEs and partners with parts returns. Coordinate AB partner training by collecting training requests maintaining FSE training records and certifications and organizing invitation letters.
- Collate information and ensure accurate timely responses to Public and Private Tender invitations.
- Coordinate with internal departments (Service & Support) to provide relevant information and input.
- Review Tender applications and assess customers contact terms and conditions.
- Follow up on all quotations via phone to verify that the quote meets the customers needs and promote the advantages of having a service contract.
- Process contracts from the quotation to the invoice stage either by providing the critical information or completing the required tasks in SAP within company rules and guidelines.
- Implement promotional activities as defined.
- Book contract orders in SAP and release invoices in a timely manner as instructed by management to help handle order and revenue streams.
- Participate in serviceselling programs.
- Collaborate with Regional Managers and Team Leaders to resolve queries.
- Collect information relevant for an accurate forecast.
- Work with Finance to process thirdparty repair invoices from representatives and carry out other designated tasks in support of the business.
Minimum requirements/qualifications:
- Proficient knowledge of SAP.
- Excellent verbal and written abilities Proficient in conveying information effectively
- Proficient in English; additional language skills (French/Spanish/Italian) are useful.
- Basic understanding of service business and customer experience.
- Proficiency in Microsoft Office (Word Excel PowerPoint).
- Excellent administration skills interpersonal proficiency and the ability to plan and handle various tasks.
- Ability to work efficiently in a remote team or with a remote manager.
- Experience in a customer contact/order administration role preferably in a varied sales and service environment.
Other job requirements:
- Adhere to Occupational Health and Safety (OHS) policies and procedures to ensure a safe and balanced workplace environment.
Thermo Fisher Scientific is an Equal Employment Opportunity (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.
Required Experience:
Senior IC
Employment Type
Full-Time
