Service Support Specialist II

Thermo Fisher Scientific; Cramlington; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global leader in scientific services is seeking a dedicated individual to join their Service Support team in Cramlington, UK. The role focuses on delivering outstanding customer experiences by assisting with communications, managing service contracts, and coordinating project deliveries. Candidates should possess a Bachelor's degree and demonstrate strong communication and problem-solving skills. Experience in the Biotech or Pharma industry is desirable.

Qualifications

• Proven ability in a customer service role.
• Experience in the Biotech/Pharma field is a plus.

Responsibilities

• Assist with customer communications and resolve critical issues.
• Supervise spare parts and service quotes.
• Coordinate customer demand and manage in-house calibrations.
• Achieve delivery timelines for equipment.
• Facilitate project execution at customer sites.
• Supervise service contract obligations.
• Work with regional managers on project delivery.
• Maintain Service Database in Salesforce.com.

Skills

Self-directed

Problem-solving

Excellent communication

Team collaboration

Education

Bachelor's degree or equivalent work experience

Tools

Salesforce

ERP systems

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Join Thermo Fisher Scientific to assist customers in finding cancer cures and ensuring food safety.

Location/Division Specific Information

Cramlington, UK

How will you make an impact?

The Service Support team helps global engineers and specialists with Single-Use Technologies and Bio-production Equipment.

What will you do?

Support team helps service team provide outstanding customer experience. Role includes responding to inquiries, troubleshooting, and collaborating with other teams.

Key responsibilities include:

• Assisting with customer communications and resolving critical issues
• Supervising and following up on spare parts and service quotes, customer purchase orders and customer orders
• Coordinating customer demand and direct incoming customer material for inhouse calibrations and/or repairs
• Achieving delivery of equipment within the specified delivery timelines
• Facilitating execution of projects being implemented at the customer site including RMA and warranty requests
• Supervising service contract obligations and facilitate compliance with key performance indicators
• Working with regional managers to project delivery schedules and adjust service schedule for resource planning and scheduling
• Maintaining Service Database in Salesforce.com

Education

Bachelor's degree or equivalent work experience.

Experience

• Proven ability
• Salesforce experience
• ERP experience
• Customer service experience
• Experience in the Biotech/Pharma field a plus!

Knowledge, Skills, Abilities

• Self-directed, persistent and results driven
• Able to seek and resolve problems
• Ability to work well under timelines
• Excellent verbal and written communication skills
• Phenomenal teammate, able to work successfully with others

At Thermo Fisher Scientific, every one of our outstanding minds has an exceptional story to share. Come on board and be a part of our remarkable mission—empowering our customers to improve the world's health, cleanliness, and safety.