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August 9, 2018
Customer Service Representative – Electron Microscopy
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $22B and 65,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.
Our Thermo Scientific brand in the analytical instruments group offers customers in research, academic, industrial and applied markets a complete range of high-end analytical instruments as well as laboratory equipment, software and services. In the materials and structural analysis division we design, manufacture, and support the broadest range of high-performance microscopy workflows that provide images and answers in the micro-, nano-, and picometer scales. Combining hardware and software expertise in electron, ion, FTIR, NIR, NMR UV/VIS and light microscopy with deep application knowledge in the materials science, life sciences, electronics, and natural resources markets. Our laboratory elemental analyzers use x-ray fluoresce (XRD), x-ray diffraction (XRD), and arc spark optical emission (EOS) techniques for precise analysis of bulk materials in the metals, cement, minerals and petrochemicals industries. Our material characterization instruments include rheometers and extruders that measure viscosity, elasticity, process ability and temperature related material changes of various materials. We also provide a range of elemental analysis instruments used in product development. Our worldwide team of 4,600 employees is dedicated to customers pursuit accelerating innovation and driving productivity.
Check out these videos to get more insight in what it means to work on our complex High-Tech Transmission Electron Microscopes. These high-end tools are being produced in our cleanrooms in Eindhoven, the Netherlands.
Corporate organization: https://www.youtube.com/watch?v=ABSxT6Y099I
Inside the TEM: https://www.youtube.com/watch?v=2wEmsDh_l_A
How to make a microscope: https://www.youtube.com/watch?v=9W6J_f4yVVg
The Customer Service Team provides customer facing support to Thermo Fisher Company’s customers and the field engineering team and, delivers professional service excellence in a high volume customer service multi-cultural EMEA back-office environment.
Responsibilities and deliverables include:
Receive telephone calls and e-mails from customers, Field Service reps, internal stakeholders, and respond to all queries in a timely and professional manner
Process the Thermo Fisher Company’s tool issues reported by customers or engineers in the call handling system and take the necessary follow up actions
Align with internal stakeholders such as field service engineers, field service supervisors, field service managers and service logistics team about open calls and part service requests and deliveries
Prepare and send quotes to customers for service requests and part orders not covered by a service contract
Prepare and send quotes to customers for system relocations
Accurately process high volumes of part orders and service requests, including but not limited to part location and price determination, accurate cost and revenue account reflection, regular follow up with engineers and Thermo Fisher Company inventory management to ensure the customer’s needs are met successfully and promptly
Timely manage the preparation for invoicing; ensures accurate cost and revenue account are associated with parts, labor and expenses on each call, which requires solid understanding of cogs accounts, service types and service areas both internal and external to Thermo Fisher Company
Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution
Maintains records regarding customer returns and replacement parts, deliveries, changes, pricing, and return credit problems
Maintains professionalism in working relationships with team, customers and others within the company
Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service
Participates in improvement initiatives and team building activities
Receive, validate, and process of incoming reports from field service engineers in QAD
Communicate with field service engineers on calls with regard to missing or wrong information
Processing of billable calls in QAD, and issue and hand-over pro-forma invoice to colleagues for verification purposes
The preferred candidate will possess the following combination of education, skills and experience:
Requires outstanding problem solving, follow-through, attention to detail and organizational skills.
Ability to multi-task in an extremely fast paced environment
Moderate excel, word, ERP, or Call Handling system skills
Excellent typing rate and accuracy
Ability to maintain professionalism and courtesy under pressure
Critical soft skills include self-motivation, the ability to multi-task and remain composed under pressure, professionalism, written and oral communication skills, and strong team and customer orientation.
Consistently communicates with customers, peers, and other Thermo Fisher Company employees in a helpful, friendly, and professional manner.
Typically requires a HBO, University bachelor degree and 1-2 year of experience in high volume field service call center.
Fluent in French and English language (C1 or C2 level), Spanish is a plus