Senior Customer Service Representative
Core
Senior Customer Service Representative providing internal support to Thermo Fisher partners and the field engineering team by managing work orders, dispatching services, and handling technical queries.
Role type
Senior Customer Service Representative (Service Support)
Builds
Internal service delivery processes and work order administration
Domain
Life Sciences / Scientific Instruments
Deliverable
client delivery
Required skills
Work order administration, dispatching services, scheduling third-party services, warranty issue management, database maintenance, technical query resolution, data accuracy, prioritization, problem-solving, multitasking, Microsoft Office proficiency
Preferred skills
SAP or ERP experience, vocational training or Bachelor's degree
Technologies
Maximo, SAP, Microsoft Office (Outlook, Excel)
Responsibilities
Support Service Delivery Management processes, manage work order administration in Maximo, dispatch services internally and to third-party providers, schedule third-party services, monitor service requests and work orders, deal with warranty issues, maintain database quality, act as first point of contact for technical queries via email and phone, assess needs for process changes
Seniority
Mid-level, hands-on IC