Sr. Customer Service Administrator - Remote

Job Description

The Sr. Customer Service Administrator - Remote is responsible for the installation process from time of order acceptance through customer sign off and post installation performance, ensuring installation, validation, qualification, training, and application support are delivered, scheduled, and completed with a high degree of customer satisfaction.

Key Responsibilities:

• Handle installation service requests for the ULS division including:
• Processes "pre-install” service tickets including shipping checklists, lab readiness checklists, including Order Transition Form, Installation pre visits as needed.
• Ensure Order Entry has accurate lab ready dates in SAP to signal factory to ship. Monitor and confirm delivery of line items via shipment tracking information.
• Inform logistics & quality departments of any damages incurred to equipment in transit or instrument initial quality deficiencies.
• Assist customers and the field in processing any return Material Authorizations
• Ensuring installations are performed timely through coordination with Field Service Scheduling to plan for qualified field resource availability which meets customer expectations for time to installation. FSE installation planning / prioritization together with the responsible Service Manager
• Identify contractual terms for effective revenue recognition and advise order management on sales order release & completion.
• Oversee the service installation process from time of order acceptance through installation and training completion.
• Directly collaborate with customer to coordinate lab readiness and deliver a pre- installation consultative service with remote or field service personnel.
• Schedule high complexity instrument installation. Establish confirmation communications with the customer as well as post installation courtesy calls.
• Coordinate and track installation timeline with Sales, Order Entry, Field Service Engineer and Center of Excellence and Call Center.
• Ensure training and application support activities are coordinated and scheduled prior to installation, based on the target installation date.
• Facilitate resolution of issues to application support or factory if necessary. Drive customer solution.
• Develop and update applicable work instructions ensuring they are in compliance with ISO requirements.
• Complete all planned or unplanned quality & compliance training requirements within defined deadlines.
• Ensure applicable documentation is received and recorded.
• Ensures key data for installation work orders is complete and accurate in SAP.
• Work with Finance to ensure month end revenue recognition is enhanced via reporting on open installation timelines.
• Develop Key Process Indicators
• Recommend process improvement using Practical Process Improvement (PPI) methodology for assigned work areas.
• Maintain and distribute key reports for Field Service Engineers related to open work orders.
• Other duties as assigned.
• Establish close service-sales-customer Service relationship, including updates of installation status reports (From EMEA)
• Create equipment master record in service tool.
• Processing the Field Service Reports once the installation has been completed.
• Advance concerns in case of non-technical issues at installation time

Required Qualifications:

• Associates Degree, Business Administration, or in a related field, or equivalent work-related experience.
• 2+ years prior experience working in Customer Service or in a scheduling function.

Preferred Qualifications:

• Experience developing and maintaining spreadsheets in Microsoft Excel is necessary.
• SAP experience preferred.

Knowledge, Skills & Abilities:

• Must possess social skills, written and verbal, to clearly express their ideas, share technical information, communicate well with customers and various levels of the organization, write procedures, and develop plans.
• Must possess analytical and critical thinking ability to be able to evaluate, interpret information and procedures, to make timely decisions while functioning in a fast-paced, changing work environment.
• Must possess organizational skills to meet deadlines and assist staff in multi-tasking. Project Management skills with good coordination and planning skills are fundamental prerequisites.
• Service sales experience is advantageous.
• Must be able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
• Must be self-motivated, stress and pressure resistant, as well as a quick learner.
• Intermediate proficiency in computer applications: i.e., Microsoft Word, Outlook, Visio and Adobe Acrobat. Intermediate Excel skills is a must.
• Ability to solve problems and work independently.
• Ability to produce accurate high-quality work with attention to detail.
• Ability to work well both independently as well as within a team environment, and overtime as determined by workload.
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation, and Involvement
• Ability to deliver impactful customer presentations.

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner, and safer.

Apply today! http://jobs.thermofisher.com

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.