Team Leader- Customer Service Administration

ThermoFisher Scientific; Lombardia; On-site; EUR 65,000 - 95,000; Full time

Job summary

Thermo Fisher Scientific is seeking a Team Leader in Customer Service Administration in our Lombardy, Italy region. You will lead a team, manage tender processes, and oversee contract administration and process improvements to enhance service delivery.

The role requires coaching staff and coordinating cross-functional projects within a regulated environment. The candidate will work with QMS/SOPs, CRM/ERP systems, and maintain strong customer-focused communication to meet KPIs and drive business

Qualifications

• Advanced degree or Bachelor’s degree with 2+ years experience in service, customer service, operations, or team coordination and coaching.
• Preferred fields: Business Administration, logistics, or related.
• Experience in regulated environments and knowledge of cGMP is preferred.
• Strong service management and coordination skills with scheduling and prioritization experience.
• Experience with service contracts, quotations, renewals, and related administrative processes.
• Advanced proficiency in Microsoft Office Suite, particularly Excel, with data analysis and reporting abilities.
• Excellent organizational and time-management skills with ability to handle multiple priorities.
• Strong analytical and problem-solving capabilities with a proactive approach.
• Excellent written and verbal communication and a customer-focused mindset.
• Ability to work independently and drive initiatives through completion.
• Experience with QMS, SOPs, and regulated processes.
• Fluency in English and Spanish required; additional languages are a plus.
• Ability to collaborate with Field Service Engineers, Technical Support, Sales, and Quality teams.
• Experience with CRM, ERP, and/or Service Management systems for service activities and orders.

Responsibilities

• Lead and develop a team focusing on tender administration, contract management, and process improvement.
• Coordinate cross-functional projects and ensure compliance with quality standards.
• Implement solutions to enhance service delivery and customer satisfaction.
• Monitor service KPIs and maintain accurate service records and reports.
• Collaborate with multiple internal teams to support business growth.

Skills

Service management

Team leadership

Coordination skills

Customer service

Contract management

Data analysis

Communication

Education

Bachelor's degree

Advanced degree

Tools

Microsoft Excel

Microsoft Office

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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.

DESCRIPTION:

As a Team Leader in Customer Service Administration, you'll contribute to operational excellence while leading and developing a team. This role combines leadership responsibilities with hands-on operational management, focusing on tender administration, contract management, and process improvement initiatives. You'll coordinate cross-functional projects, ensure compliance with quality standards, and implement effective solutions to enhance service delivery. This position provides the opportunity to contribute to business growth while developing your leadership skills in a global scientific organization committed to making the world healthier, cleaner, and safer.

REQUIREMENTS

• Advanced Degree with no prior experience required, or Bachelor's Degree plus 2 years of experience in Service, Customer Service, Operations, or team coordination, with demonstrated ability to coach and develop staff.
• Preferred fields of study: Business Administration, logistics, or a related field.
• Experience working in regulated environments and knowledge of cGMP is preferred.
• Strong Service management and coordination skills , including scheduling service activities, prioritizing requests, and ensuring timely resolution of customer needs.
• Experience with service contracts, quotations, renewals, and related administrative processes is preferred.
• Advanced proficiency in Microsoft Office Suite , particularly Excel, with the ability to analyze data, prepare reports, and monitor Service KPIs.
• Excellent organizational, planning, and time-management skills, with the ability to manage multiple priorities and urgent customer requests.
• Strong analytical and problem-solving capabilities , with a proactive and solution-oriented approach.
• Excellent written and verbal communication skills, combined with a strong customer-focused mindset .
• Ability to work independently, take ownership of activities, and drive initiatives through completion.
• Experience with Quality Management Systems (QMS), Standard Operating Procedures (SOPs), and regulated processes .
• Fluency in English and Spanish is required ; additional language skills are considered an advantage.
• Strong ability to collaborate cross-functionally with Field Service Engineers, Technical Support, Sales, Customer Service, Supply Chain, and Quality teams .
• Experience with CRM, ERP, and/or Service Management systems for managing service activities, customer information, orders, and spare parts.
• Demonstrated ability to maintain accurate service records and generate detailed reports on service performance, KPIs, and operational issues .
• Strong interpersonal skills and the ability to build effective relationships with customers and internal stakeholders at different organizational levels.
• Ability to work flexible hours and travel occasionally, based on customer and business needs.
• Strong commitment to customer satisfaction, quality, safety, and regulatory compliance .

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.