Service Support Specialist II

Work Schedule Standard (Mon-Fri) Environmental Conditions Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office Join our team as a Service Support Specialist II at Thermo Fisher Scientific, based at our Fremont, California site within the Clinical Diagnostics Division's Niche Diagnostics business. Niche Diagnostics provides specialized in vitro diagnostic (IVD) products that support customers including hospitals, laboratories, reference labs, and diagnostic companies. In this role, you'll contribute to delivering administrative and technical support to our service operations. You'll coordinate between field service engineers, customers, and internal teams, ensuring efficient service delivery and customer satisfaction. You'll manage customer relationships, handle service requests within defined SLAs, and maintain accurate customer data in our CRM systems. This role offers opportunities to contribute to process improvements, analyze service performance metrics, and support our mission of enabling customers to make the world healthier, cleaner, and safer. Division: Clinical Diagnostics Division – Niche Diagnostics Location: Fremont, CA What You Will Do Coordinates shipment of instruments and serves as the main point of contact for all installations, de-installations, moves, and trainings to ensure expectations and required timelines are being met. Provides support, information, prioritization, and coordination of assignments for field service organizationProactively follows-up with customer after completion of service visit to ensure a high level of satisfaction with quality of work receivedCoordinates shipment of demo instruments and empty crates to end users.Serve as the primary service liaison between Fremont and instrument/parts manufacturersManages parts warranties and RMAs to the manufacturersMonitors spare parts inventory and ensure adequate supplies are availableManage customer service contractsMaintain software and databases for technical support, field service, and all reporting functionsManages Spare Parts lifecycle activities, in coordination with technical and marketing stakeholders, including associated processes (ECO)Assist cycle-count processManages calibrated tools for Field Service team REQUIREMENTS: Bachelor's Degree preferred or equivalent experience2 years of experience in customer service, preferably in a technical or service-oriented environmentPreferred Fields of Study: Business Administration, Chemistry, Engineering, or related fieldTechnical or professional certifications relevant to service support are valuedStrong proficiency in CRM and ERP systemsAdvanced skills in Microsoft Office suite (Excel, PowerPoint, Word) and Power BIExcellence in customer relationship management and professional communicationStrong organizational skills with ability to manage multiple prioritiesExperience in processing service orders and contract administrationDemonstrated ability in data analysis and report generationExperience in process improvement and documentationStrong problem-solving skills and attention to detailAbility to work independently and collaboratively in a structured environmentKnowledge of service operations and technical support processesExperience in maintaining service KPIs and performance metricsAbility to adapt to changing priorities and handle time-sensitive requestsUnderstanding of quality management systems and compliance requirements Compensation And Benefits The salary range estimated for this position based in California is $64,800.00–$86,400.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes: A choice of national medical and dental plans, and a national vision plan, including health incentive programsEmployee assistance and family support programs, including commuter benefits and tuition reimbursementAt 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 policyRetirement and savings programs, such as our competitive 401(k) U.S. retirement savings planEmployees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards