Sr Service Support Representative

Work Schedule

Other

Environmental Conditions

Office

Job Description

Role is for internal back-office support for a Sales Team which sells Service and Maintenance on OEM Lab Instrumentation. Impacts the Company's goals to sell Service & Maintenance by creating and handling requests to generate quotes, contracts, tenders, and service orders.

This role a fully remote role. Non- negotiable shift will be Monday through Friday 11:30 AM - 8:30 PM EST

What does our role require

• We act as point of contact for internal departments to resolve customer questions and requests. Main customers are internal (Sales Team.)
• We collaborate with other internal teams to provide timely response to Public and Private Tender invitations with local Service Operations Offices..
• We’re responsible for data quality in SAP Database: Maintenance of Customer Data, Install Base of Instruments and Warranty/Contract Alignment.
• Responsible for preparing service quotations, booking contracts against purchase orders and delivering invoices electronically, within the company rules and guidelines.
• Works together with Regional Managers and Team Leaders to resolve queries.

• Our daily communications consist mainly writing emails! We are making a minimal amount of outgoing phone calls, mainly to the Sales Team in which we support.

• Coordinate with team members to identify, document and resolve efficient procedure.

Frequent Contacts:

Internal - Primary
• Daily communication with Team Leader, (resp. Manager Service Operations EMEA), Sales and other sections as needed.
External - Secondary
• Both verbally and in writing, at all levels, with the Division's customers.

How do we identify a strong candidate?

• Basic Knowledge of SAP database or equivalent CRM software.
• Strong communication! (Written and Verbal)
• Fluent in English - Additional language would be an advantage (French/Swedish/Danish/German/Spanish/Italian/Dutch/Czech)
• Good Understanding of a service business and customer experience.
• Computer literate - 'Microsoft Office' - Word/Excel/PowerPoint.
• Must possess excellent administrative and interpersonal skills, and the ability to prioritize many types of tasks in a fast-paced office environment.
• Ability to work in a hybrid office/remote environment.
• May require occasions travel for meetings and training across our locations.

• Pays attention to details, produces accurate work and consistently meets deadlines.

• Ability to handle multiple assignments, has good judgment, and prioritizes projects and time efficiently

Requirements:

• High school Diploma is required. Secondary education is a bonus

• 1-3 years of administrative experience

• 2 years of Customer Service Experience

Compensation and Benefits

The hourly pay range estimated for this position based in New York is $23.00–$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