Sr Service Support Representative

R-01309803 Sr Service Support Representative

When you are part of the team at Thermo Fisher Scientific, 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!

Location/Division Specific Information

Grand Island, New York

How will you make an impact?

All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our mission to enable our customers to make the world healthier, cleaner and safer.

Position Summary: Join our dynamic Global Service and Support organization as a Senior Service Support Representative. In this role, you will be responsible for delivering outstanding customer experiences for our scientific instrument install base.

What will you do?

• Provide customer support for Thermo Fisher Scientific instruments by answering customer inquiries. Inquires may be received via phone, email or web.
• Provide customer support by utilizing all available resources, and escalate issues or problems when warranted
• Work collaboratively with internal teams, including sales, field, and product development, to provide support for instrument service, ensuring efficient resolution of service-related issues
• Participate in frequent training on instruments and continuing education on new technologies to remain at the cutting edge of scientific knowledge
• Accurately record pertinent information from the customer contacts in our Customer Management system.
• Recommend changes to knowledge databases, website, and other company-managed databases of technical information
• Proactively identify opportunities for process enhancements and implement improvements to enhance service quality and customer experience
• Contribute to team meetings
• Participate in additional special team or individual projects
• May be required to perform other related duties as opportunities arise
• Capture sales leads on incoming calls and emails.
• Minimal travel may be required for this position

Minimum Requirements / Qualifications

• Minimum of a high school diploma or equivalent is required
• B.S. or B.A in Life Sciences, Business or a similar field is preferred
• Prior experience in customer service or a customer facing role is a plus

Knowledge, Skills, Abilities

• Proven ability to quickly learn and understand new technical information
• Strong verbal and written communication skills with customers and colleagues
• Ability to manage multiple priorities effectively
• Excellent problem-solving skills
• Customer-focused attitude and strong teammate
• Proficiency in computer applications, including spreadsheets, databases, word processing, and internet usage