Service Support Specialist II

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. Inquires may be received 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 to remain at the cutting edge of scientific knowledge
• Accurately record pertinent information from the 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 Education & Experience: 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

Qualifications

Ability to quickly learn technical information

Strong prioritization and organizational skills

Customer-focused mindset with collaborative approach

Excellent analytical and communication skills

Pay

The salary range estimated for this position based in New York is $55,000.00–$81,000.00. 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.

Benefits

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 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
• Retail 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

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards