Job Description

When youre part of the team at Thermo Fisher Scientific, youll 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 youll be supported in achieving your career goals.

Location/Division Specific Information

Santa Clara, CA

How will you make an impact?

The service support specialist is responsible for supporting the Service Team with delivering a superior customer experience. This role is responsible for responding to customer inquiries and serves as the contact point for troubleshooting and resolving aftermarket inquiries. Will also work closely with the Regional Managers that oversee the Service Team to align and escalate any risks associated with project schedules.

What will you do?

* Assists with customer communications and escalations

* Track and follow up on spare parts quotes, customer purchase orders and customer orders

* Reporting of Service Utilization and service metrics such as service tracking and project metrics

* Responsible for service contract program including:

* Setting up SKUs

* pricing

* program deliverables

* operations procedures

* Establish service contract metrics

* Establishes and updates service calendar according to Master Schedule and Service Contract deliverables

* Tracks and reports Service Inventory (spare parts)

How will you get here?

Education

* Minimum required education: Associates degree or high school diploma/GED with 3-6 years of relevant experience

* Preferred: Bachelors Degree preferred with 1-3 years experience.

Experience

* Experience in the Biotech/Pharma fields a plus

* Prior customer service experience

* Knowledgeable with MS Office

* Experience working with different ERPs

* Salesforce experience

Knowledge, Skills, Abilities

* Able to solve problems and understand when to escalate

* Ability to work well under deadlines and multitask

* Excellent verbal and written communication skills

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues 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 and Patheon. For more information, please visit www.thermofisher.com.