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Job ID :
Location :
Austria - Vienna
Job Description

Customer Care Agent m/f

Location: Thermo Fisher Scientific office in Vienna.
Job ID: 54868BR

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $20 billion and over 65,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands – Life Technologies, Thermo Scientific, Fisher Scientific and Unity Lab Services – offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support. For more information, please visit www.thermofisher.com.


This position is a customer facing activity within a team that is responsible for supporting and working on all customer requests and attached transactions for scientific instruments business, field service coordination and administration and spare parts orders.

A focus of the activity is seen in coordinating all field service activities. This ranges from taking any service request, quoting a field service intervention, service contracts or service upgrades and includes scheduling of service visits and administration of the service interventions. Good communication skills will ensure a seamless information flow between customer, field service engineer and service manager. Finally, all service interventions need to be invoiced in a timely manner. Any customer feedback or potential customer complaint needs to be addressed and resolved quickly by involving the stake holders.

Additional Responsibilities include:

• Take any phone calls, fax, emails requesting field service support or field service intervention
• Logging of all incoming service calls in the used ERP systems
• Coordination and administration of all field service activities (quote to cash process) in close cooperation with responsible Service Managers
• Quoting and administration of service contracting
• Ensuring all additional customer service activities. This starts from being an ambassador for our customers to keep customer data and instrument database fully up to date about status of orders to follow up requested delivery with factories / distribution centres and informing suppliers about customer requirement and logistics
• Working very closely with other team members responsible for order processing, installation and field service activities
• Analyse and resolve complex problems resulting from failure to follow procedures or errors resulting from shipping or picking. Manage customer complaints

Minimum Qualifications:

• German language skills (fluent), verbal and written, is preferred
• Intermediate knowledge of English, verbal and written, is mandatory
• Additional Language skills (Czech) are a positive asset
• Good verbal and written communication skills, ability to work across all levels and functions
• Good customer facing experience in Austrian market and comfort zone with customer complaint management
• Good technical understanding and product knowledge of scientific instruments, preferred with the TMO Products of the Business Unit
• Good understanding and experience of field service activities and attached logistical processes
• Demonstrates strong organizational skills with the ability to handle multiple tasks with different priorities
• Willingness to travel within Europe/European Territory if needed, mainly for meetings and training purposes.
• Knowledge of SAP (Modules SD, MM, SM), MS Office
• Experience in working with technical service staff
• Experience in collecting and preparing internal Reports
• Work closely with the European Technical Team Leader/ and Sales Mangers for Austria to ensure all needs for customer orders are met enabling to drive CAS upwards

Preferred Qualifications:

• Strong customer orientation
• Good verbal and written communication skills, ability to work across all levels and functions.
• Demonstrates strong organizational skills with the ability to handle multiple tasks with different priorities


We are looking forward to receive your application. Please refer to the above Job ID and include your salary expectations as well as your period of notice.


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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