English Speaking Senior Customer Service Representative – AMS Service Support Coordinator

Work Schedule

Environmental Conditions

Job Description

Position overview:

Join our dynamic, multi-cultural team as a Senior Service Support Coordinator in an international setting. Fulfill a wide range of administrative duties while providing exceptional support to Thermo Fisher partners and the field engineering team. Experience professional service and excellence in a diverse and fast-paced front and back-office environment.

Major areas of responsibility:

• Supporting Service Delivery Management processes until resolution.
• Answering email and phone from our customers / 3rd party service providers.
• Handling service requests.
• Handling work order administration by creating and following-up work orders in the system (IBM Maximo).
• Coordinating management of customer-related data within ERP systems related to corrective maintenance.
• Creating repair work orders and maintain requirements, service dates as per contractual agreement.
• Dispatching service internally and to our 3rd Party service providers.
• Taking part in ad hoc purchases / request for quotation process.
• Scheduling 3rd party services within the service due dates.
• Contacting / calling 3rd party vendors when unresponsive.
• Communicating cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Supporting key AMS Customer Care strategies to drive customer loyalty.
• Maintaining database and ensuring quality of data.
• Analyzing and identifying areas for improvement to drive productivity enhancements through strategic implementation.

Required education/experience:

• 0-2+ years experience preferably in a customer care, order management or equivalent environment.
• Proficiency of the English language both written and verbal. German language is highly desirable, French language knowledge is an advantage.
• Vocational Training or Bachelor’s is preferred but not essential.
• Attention to detail and accuracy in the workplace.
• Demonstrate judgment, tact, and diplomacy in dealing with internal and external customers.
• Confirmed Microsoft Office user (Outlook, Excel).
• Experience with SAP or other ERP preferred.
• Ability to prioritize tasks, address challenges, and efficiently manage multiple responsibilities.
• Good organizational and problem-solving skills to deliver and/or delegate effectively.
• Self-motivation, passion, and positive attitude to perform individually and as a teammate.
• Customer oriented approach and Excellent interpersonal skills are needed.

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.