Installation Coordinator - German Speaker

at  Thermo Fisher Scientific

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.
Position Summary: To ensure and deliver efficient, above expectation installation experience to our customers. The Customer Experience Specialist 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.

MINIMUM REQUIREMENTS/QUALIFICATIONS:

• Fluency in German
• Associates Degree, Business Administration, or in a related field, or equivalent work-related experience.
• Minimum 2 years prior experience working in customer service or in a scheduling function.
• Experience developing and maintaining spreadsheets in Microsoft Excel is necessary
• SAP experience preferred.

• 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.
• 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