Senior Service Operations, Specialist

at  Thermo Fisher Scientific

JOB DESCRIPTION

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and supply to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.
Job Title: Senior Service Operations, Specialist
Reports to: Service Operations Team Leader
Group / Division: Service & Support ANZ
Career Band: Band 3
Job Family: Customer Support
Job Sub Family: Customer Service
Job Code CUS.CUSV.A0
Job Track: Associate
Position Location: Albany, Auckland
Number of Direct Reports: 0

POSITION SUMMARY:

Your role as Senior Service Operation Specialist supports the delivery of outstanding instrument service and support to our customers. You will be the key point of contact for customers requiring repair of an instrument for a defined business unit (Analytical Instruments, Laboratory Equipment, Environmental & Industrials Processes or Life Science/Genetic Sciences/Clinical). You will collaborate closely with the Field Service Engineers to ensure timely scheduling, completion of jobs and billing, being responsible for the process from beginning to completion. You will ensure service jobs are effectively and efficiently handled by meeting all measures critical in delivering a great customer experience.
The environment is dynamic, fast paced and supportive, with a culture of process improvement, collaboration and success.

MINIMUM REQUIREMENTS/QUALIFICATIONS:

Qualifications & Experience

• 2+ years of Customer Service or Call Centre experience preferred
• Bachelor’s degree, science, engineering, technical field or business management preferred
• Proficiency with Microsoft products, CRM (ideally SFDC) and ERPs
• Ability to work within a team environment with minimal supervision
• Demonstrate judgment, tact and subtlety in dealing with internal and external customers.
• Need to have the ability to prioritize and solve problems and to multi-task under time pressure.
• Take responsibility and act as an owner.
• Customer Focused demeanor and Excellent rapport building are needed

Skills & Attributes

• Customer Focused – Builds strong customer relationships and delivers customer centric solutions
• Communicates effectively – Develops and delivers multi-mode communication that conveys a clear understanding to the desired audience
• Situational adaptability – Adapting approach and demeanour in real time to match the shifting demands of different situations
• Action Orientated – Taking on new opportunities and touch challenges with priority, high energy and enthusiasm
• Resourcefulness – Securing and deploying resources effectively and efficiently
• Balances partners – Anticipates and balancing the needs of multiple partners
• Collaborates – Establishing relationships and rapport to meet shared objectives

OTHER JOB REQUIREMENTS:

• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment
  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

• Act as the primary interface between the customer and the Service team. Responsible for answering customer enquiries via telephone & Salesforce. Achieving the metrics on average speed of response and first call resolution.
• Dispatch Service Orders to engineers, scheduling and confirming bookings.
• Liaise between customer and engineer keeping both informed of any changes to job bookings.
• Ensure service levels for customers are achieved, proactively calling out when there is a risk of non compliance.
• Daily invoicing to ensure job closure and revenue raising.
• Investigating and completing credits for disputed invoices.
• Completes general administrative tasks to support the service team.
• Meets and exceeds quality and performance metrics as outlined.
• Adheres to schedule, including regular, reliable and punctual attendance at work.