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Job ID :
59715BR
Location :
US - North Carolina - Asheville
:
Job Description
When you’re part of the team at Thermo Fisher, 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.

Position Summary: The Service Support Representative will provide service to include dispatches to Field service engineers and Independent service origination (ISO) to ensure equipment is functioning at manufacturing standards

Responsibilities:

  • Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.
  • Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded.
  • Provide world-class level of customer service to existing and new customer base.
  • Interface closely with sales, service, and management to ensure customer satisfaction is maximized
  • Effectively communicates and exchanges information among team members.
  • Manage orders from multiple sources (fax, phone, EDI, and web).
  • Validate orders for compliance and accuracy. Work with channel partner or direct customer to
  • correct order discrepancies.
  • Follow up and resolve all open orders assigned.
  • Enter orders into Thermo Fisher system.
  • Assist customers requesting equipment service repair as received through incoming telephone calls
  • and email.
  • Validate product warranty/contract/billable status.
  • Verify customer account information to assure proper billing and worksite; if incorrect, obtain
  • required changes and communicates to Service Database Representative for installation
  • move/correction.
  • Responsible for obtaining purchase order for billable service.
  • Ensure service orders are dispatched to trained FSE or ISO in accordance to Field Service FSE
  • skillset Matrix and Region.



Minimum Qualifications:


  • High School diploma /Associates Degree or equivalent work experience
  • Ability to “manage without authority” in a team environment to ensure all customer requirements are met.
  • Demonstrated and in-depth product knowledge on RM and Validation value-add service offerings.
  • Must be able to organize and prioritize work, be proactive, take initiative, be a problem solver, follow through and simultaneously manage multiple priorities to ensure goals are met in a timely manner.
  • Excellent oral and written communication, organizational, and project management skills.


Preferred Qualifications:
  • • 2+ years of customer service experience
  • Excellent computer skills required; efficiency in Word, Excel, SFDC, Baan and SAP


At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story
to tell. Join us and contribute to our singular mission—enabling our customers to make the
world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com

Thermo Fisher Scientific is an 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.


Thermo Fisher Scientific is an 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.
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