Lead - Service Support Coordinator - AMS

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

POSITION OVERVIEW:

The Specialist is part of a multi-cultural team and enjoys working in an international setting, whereby a wide range of administrative duties must be fulfilled.

The team provides internal support to Thermo Fisher stakeholders and the field engineering team and delivers professional service and excellence in a high-volume diverse front and back-office environment.

MAJOR AREAS OF RESPONSIBILITY:

• Support the Service Delivery Management processes.
• Managing work order administration, creating and follow-up work orders in the system (Maximo).
• Dispatching service internally and to our 3rd Party service providers.
• Scheduling 3rd party services and maintain requirements and service dates.
• Monitoring service requests and work orders.
• Maintaining database and ensuring quality of data and equipment record.
• Manage the process for escalated inquiries and complaints to resolution.
• Assess the need for change and implement to increase productivity.
• Creating repair work orders and maintain requirements, service dates as per contractual agreement.
• Taking part in ad hoc purchases / request for quotation process.
• answering email and phone from our customers / 3rd party service providers.
• Call / Escalate 3rd party vendors when unresponsive.
• Communicate cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Support key AMS Customer Care strategies to drive customer loyalty.
• Oversee management of customer-related data within ERP systems related to corrective maintenance.
• Train team members in processes / systems.
• Provide expertise, guidance and support to colleagues.
• Assess the need for change and implement in order to increase productivity.
• undefined
• REQUIRED EDUCATION/EXPERIENCE:
  • 0-2+ years’ experience preferably in a data processing / customer care (or equivalent) environment.
  • Fluency of the English and German Language both written and verbal. French language knowledge is an advantage but not mandatory.
• · Vocational Training or Bachelor’s is preferred but not essential.
  • Display stringent attention to detail and accuracy in the workplace.
  • Demonstrate judgment, tact, and diplomacy in dealing with internal and external customers.
  • Proven Microsoft Office user (Outlook, Excel).
  • Experience with SAP or other ERP preferred..
  • Take responsibility and act as an owner.
  • Customer Focused mindset and Excellent interpersonal skills are needed.
  • Ability to prioritize, address problems and to multi-task under deadlines.
  • Customer Focused attitude and excellent interpersonal skills are needed.

Welcome

Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell?

About Us

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Accessibility/Disability Access

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

EEO

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.