Senior Customer Service Representative (French or German) – Service Support Coordinators

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

POSITION OVERVIEW:

The Senior Customer Service Representative 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 partners and the field engineering team and delivers professional service and excellence in a fast-paced and diverse environment.

MAJOR AREAS OF RESPONSIBILITY:

• Supporting 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.
• Dealing with warranty issues.
• Maintaining database and ensuring quality of data.
• Acting as first point of contact to assist with technical queries, issues, and requests mainly via email (90%) and phone (10%). Manage the process till resolution.
• Assessing the need for change and implement to increase efficiency.

REQUIRED EDUCATION/EXPERIENCE:

• 0-2+ years’ experience preferably in customer service or in data processing (or equivalent) environment.
• Fluency of the English Language knowledge in both written and verbal form.
• Upper-intermediate to advanced proficiency in French or German is required.
• Vocational Training or Bachelor’s is preferred but not essential.
• Display attention to detail and accuracy in the workplace.
• Demonstrate judgement, tact and diplomacy in dealing with internal and external customers.
• Proven Microsoft Office user (Outlook, Excel).
• Experience with SAP or other ERP preferred but not essential.
• Must have the ability to prioritize and solve problems and to multi-task under deadlines.
• Take responsibility and act as an owner.
• Customer oriented approach
• 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.