Senior Service Support Representative

Thermo Fisher Scientific India Pvt Ltd; Bengaluru; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Thermo Fisher Scientific India Pvt Ltd is seeking a Senior Service Operation Specialist to support instrument service and customer experience in Bengaluru, India. You will be the key contact for instrument repairs across defined business units, coordinating with Field Service Engineers to schedule, complete, and bill jobs efficiently.

The role requires strong customer service skills, proficiency with Salesforce/CRM and ERPs, and the ability to prioritize and multi-task in a fast-paced

Qualifications

• 4+ years of customer service experience preferred
• Bachelor’s degree (Arts, Science, Commerce, Business Administration) preferred
• Proficiency with Microsoft products, CRM (SFDC) and ERPs
• Ability to work in a team with minimal supervision
• Strong judgment, tact and problem solving under time pressure

Responsibilities

• Act as the primary interface between the customer and the Service team
• Answer customer inquiries via telephone and Salesforce
• Meet metrics for response speed and first-call resolution
• Dispatch service orders to engineers and confirm bookings
• Liaise between customer and engineer about changes to bookings
• Ensure service levels are achieved and flag risks of non-compliance
• Daily invoicing to close jobs and drive revenue
• Investigate and resolve disputed invoices
• Perform general administrative tasks to support the service team
• Meet and exceed quality and performance metrics

Job description

About the Role:

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. 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 & Industrial 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.

What You'll Do:

• 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.

Keys to Success:

• Education 4+ years of Customer Service experience preferred Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations) Experience
• 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 demeanour and Excellent rapport building are needed

Knowledge, Skills, Abilities

• 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

Physical Requirements / Work Environment

• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment
• Flexibility to work in Early morning/Night shift.

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

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.

Experience Level Senior Level