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About the Role

Join our dynamic Global Service and Support organization as a Senior Service Support Representative. In this role, you will be responsible for delivering outstanding customer experiences for our scientific instrument install base.

Responsibilities

• Provide customer support for Thermo Fisher Scientific instruments by answering customer inquiries via phone, email, or web.
• Provide customer support by using all available resources, and escalate issues or problems when warranted.
• Work collaboratively with internal teams, including sales, field, and product development, to provide support for instrument service, ensuring efficient resolution of service-related issues.
• Participate in frequent training on instruments and continuing education on new technologies.
• Accurately record pertinent information from customer contacts in our Customer Management system.
• Recommend changes to knowledge databases, website, and other company-managed databases of technical information.
• Proactively identify opportunities for process enhancements and implement improvements to enhance service quality and customer experience.
• Contribute to team meetings.
• Participate in additional special team or individual projects.
• May be required to perform other related duties as opportunities arise.
• Collect sales leads on incoming calls and emails.

Requirements

• Minimum of a B.S. or B.A. in Life Sciences, Business, or a related field required; or a high school diploma/GED with 4+ years of relevant experience in lieu of a degree.
• Strong written and verbal communication skills.
• Demonstrated critical thinking and problem-solving abilities.
• Proficiency in standard computer applications.

Skills

• Ability to quickly learn technical information
• Strong prioritization and organizational skills
• Customer-focused mindset with collaborative approach
• Excellent analytical and communication skills

Location

• Grand Island, NY
• Carlsbad, CA

Work Type

• Office
• Standard (Mon-Fri)

Education Level

• B.S. or B.A. in Life Sciences, Business, or a related field
• High school diploma/GED with 4+ years of relevant experience

Salary/Compensations

• $55,000.00–$81,000.00

Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

About the Company

• As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale.
• Our mission is 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.
• All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement.
• Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our mission to enable our customers to make the world healthier, cleaner and safer.