Administrative Services Coordinator - Immuno Diagnostics

at  Thermo Fisher Scientific

JOB DESCRIPTION

Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of more than $40 billion and approximately 100,000 employees globally. 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, deliver medicines to market 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 services. For more information, please visit www.thermofisher.com.

POSITION SUMMARY:

Become part of a Service Organization to deliver on a support/service strategy that revolves around providing an outstanding customer experience through technical expertise, teamwork, and meeting all our customer’s needs. This position will Focus on the Coordination, dispatching, and assistance of daily activities of the Field Service and Technical Support organizations. The successful candidate will be able to optimally communicate, coordinate, plan, and resolve issues quickly. environment.

Key Responsibilities:

• Coordinate and dispatch onsite service requests to the best-fit Field Service Engineer (FSE).
• Communicate and assist FSE’s with work order efficiency and completion.
• Assist in coordinate and maintenance of parts orders, returns, and inventory cycle counts.
• Works with Field Service Engineers, Technical Support, customers, and third-party vendors to ensure on-time delivery of quotes, Purchase Orders (POs), work orders, and Preventative Maintenance information.
• Trunk Stock Orders
• Preventative Maintenance Work Order Review for Completeness
• Installation Work Order Review for completeness
• Assist with general Service System questions, issues, and administration to ensure accuracy and compliance.
• Collaborate with the Service Management Team on the following:
• Customer and Service Escalations
• Supervising Key Performance Indicators (critical metrics).
• Provide reporting and results on organizational metrics.
• Perform data maintenance and auditing on service data within the Service System.
• Book Travel for trainees and BMET Classes
• Project Managment for QP Upgrades (hardware and software)

Minimum Requirements/Qualifications:

• Bachelors graduation preferred, High school degree required.
• 3+ years of customer service, dispatching, project management, and/or coordination in a technical or service environment.
• Experience with ServiceMax, Salesforce, or other Service management software is a plus.
• Must have excellent communication skills, both written and oral and connect with customers, peers, and in a group settings in a positive, patient, and professional manner.
• Proven personal leadership and understanding of Field Service Engineering fundamentals, operations, and processes.
• Must be knowledgeable with computers and applications, such as being proficient in Microsoft Office Suite.
• The ability to work in a fast-paced environment making decisions in an environment of shifting and dynamic priorities.
• Ability to prioritize multiple tasks, customer inquiries, and projects.
• A Bias for Action – tackles opportunities and challenges with high energy and passion.
• Customer First – build strong relationships, delivering an excellent customer experience, and always keeping the customer our 1st priority.
• Plans and aligns work to meet commitments aligned with organizational goals.
• Overtime may occur to ensure customer satisfaction.

OTHER JOB REQUIREMENTS:

• Adhere to OHS policies and procedures and ensure a safe and balanced workplace environment
  Locations: This position is located in Portage, MI.

• Coordinate and dispatch onsite service requests to the best-fit Field Service Engineer (FSE).
• Communicate and assist FSE’s with work order efficiency and completion.
• Assist in coordinate and maintenance of parts orders, returns, and inventory cycle counts.
• Works with Field Service Engineers, Technical Support, customers, and third-party vendors to ensure on-time delivery of quotes, Purchase Orders (POs), work orders, and Preventative Maintenance information.
• Trunk Stock Orders
• Preventative Maintenance Work Order Review for Completeness
• Installation Work Order Review for completeness
• Assist with general Service System questions, issues, and administration to ensure accuracy and compliance.
• Collaborate with the Service Management Team on the following:
• Customer and Service Escalations
• Supervising Key Performance Indicators (critical metrics).
• Provide reporting and results on organizational metrics.
• Perform data maintenance and auditing on service data within the Service System.
• Book Travel for trainees and BMET Classes
• Project Managment for QP Upgrades (hardware and software