Service Operations Analyst (Electron Microscopy)

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Giheung / Materials & Structural Analysis Division

The Sales and Service Operations Group provides superior customer service to all internal and external customers by assuring clean order processing from quotation to invoice including communications to the relevant teams and customers. Success comes as a combination of outstanding communication, excellent knowledge of company policies and procedures, and a general understanding of company tools and product divisions.

• Accurately processes high volume of part and labor orders and service requests; quotation creation, PO/Contract validation, order creation, delivery arrangement, invoicing, and regular follow up with field service and logistics teams to ensure the customer's needs are met successfully and promptly.
• Prepares accurate pricing of part orders and returns based on factors such as foreign currency conversion rates, contract type and coverage, special customer discounts, part type category and subjective data from field service team.
• Ensures accurate cost and revenue account are associated with parts, labor and expenses on each call, which requires solid understanding of company sales and service accounting structure.
• Determine shipping method based on numerous factors including part size and weight, contractual agreements with the customer, and preferred carrier.
• Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution.
• Maintains records regarding customer returns, deliveries, changes, pricing, and return credit problems.
• Supports field service management team in service revenue forecasting by providing weekly quoting and invoicing reports.
• Executes in compliance with company policies and procedures.
• Participates in improvement initiatives and projects (domestic, global) within customer service and across functional areas of core integration.
• Identify areas to improve operation efficiency and productivity and connect with other functions to resolve issues, suggest improvement, implement solutions, and supervise progress and report.
• Ensures all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
• Provides assistance and coaching to juniors.

• Bachelor’s degree with more than 6 years of service operation administration or similar experience in a high-volume Equipment industry for Semiconductor is preferred
• Personal management: Customer focused, problem-solving, critical thinking, judgment, follow-through, time management, work independently, proactivity, ability to prioritize work, patience under pressure, solid investigative skills, big picture thinking, results-driven, coaching skills.
• Quality: attention to detail, accuracy, interpersonal skills.
• Communication: clear, timely, accurate, tailored to the audience, language skills.
• Teamwork: Relationship, teammate, training skills, collaborative, multicultural lens
• Technology Use: Microsoft Office, ERP knowledge (QAD, CORA, Outlook, Excel, PPT and Word)
• Technical: Global trade regulations/governmental/ project management, process improvement
• Excellent verbal and written communication skills in English and Korean

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one global team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. Apply today! http://jobs.thermofisher.com

Benefits:

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.