Customer Service Rep - Gauging

Senior Customer Service Representative

Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll play a critical role in supporting our customers, service organization, and commercial teams across a complex product portfolio. This position requires an experienced customer service professional who thrives in a fast-paced environment and can independently manage multiple operational priorities while serving as a key liaison between customers, field service engineers, sales, logistics, purchasing, and technical support.

In addition to delivering exceptional customer service throughout the customer lifecycle, you'll lead the coordination of service activities, manage complex orders and quotations, oversee contract administration, support installation planning, and act as a trusted operational partner to the Service Manager. Success in this role requires strong organizational skills, sound judgment, attention to detail, and the ability to manage competing priorities while maintaining an exceptional customer experience.

Additional Requirements

Add the following to the existing requirements:

Minimum 5 years of customer service, service coordination, operations, or order management experience in a technical or manufacturing environment preferred.

Experience coordinating field service activities, installations, preventive maintenance schedules, and customer projects.

Proven ability to independently manage complex customer accounts and multiple priorities simultaneously.

Demonstrated experience partnering with Sales, Service, Logistics, Purchasing, Finance, and Technical Support.

Advanced ERP, Salesforce CRM, and Microsoft Office proficiency.

Strong understanding of order-to-cash processes, contract administration, invoicing, and logistics coordination.

Demonstrated leadership by influencing cross-functional teams without direct authority.

Ability to make sound business decisions while managing customer escalations and sensitive situations.

Experience interpreting technical documentation such as parts drawings, Bills of Materials (BOMs), and service documentation is preferred.

Ability to serve as operational backup for Service Management when required.

Build strong working relationships across global teams to ensure timely communication, issue resolution, and consistent service delivery for North American customers.

Expanded "A Day in the Life"

In addition to the current responsibilities, include:

Service Operations & Coordination

Coordinate preventive maintenance visits, audits, billable service, repairs, installations, and commissioning activities with customers and field service engineers.

Manage service schedules to ensure customer commitments are met while optimizing technician utilization.

Serve as the primary coordination point for WEB and Metals product lines.

Order & Contract Management

Process customer purchase orders for parts, services, and service contracts using ERP systems.

Coordinate warehouse fulfillment activities including order release, shipment, and delivery.

Maintain accurate customer, contract, and transactional records across ERP and Salesforce platforms.

Quotation Management

Prepare complex spare parts and service quotations by reviewing technical drawings, Bills of Materials, pricing, and commercial terms.

Collaborate with Purchasing and global manufacturing sites to source non-stock parts and obtain pricing.

Follow up on quotations to maximize order conversion.

Customer & Technical Support

Serve as the primary point of contact for customer inquiries regarding parts, service, installations, and order status.

Monitor incoming phone calls and direct technical support requests to the appropriate specialists.

Partner with field service engineers to resolve customer issues and operational challenges.

Project & Installation Support

Coordinate installation activities, including customer readiness meetings, technician scheduling, and equipment delivery.

Track installation prerequisites and proactively resolve issues impacting project timelines.

Participate in project planning, backlog reviews, and sales operations meetings.

Operational Leadership

Act as backup to the Service Manager for customer requests, after-hours support, and operational decision-making.

Maintain after-hours support schedules and communicate coverage to answering services.

Track field technician activity and resource availability.

Support logistics coordination and ensure accurate shipping charges and invoicing.

Process customer invoicing including down payments, shipments, commissioning, repairs, service, and complete system invoices.

Additional "Keys to Success"

Exceptional organizational skills.

Ability to prioritize competing operational demands while maintaining exceptional customer service.

Strong analytical skills with a focus on process improvement.

High level of ownership, accountability, and initiative.

Excellent planning and coordination skills in a dynamic service environment.

Ability to manage confidential and commercially sensitive information.

Strong attention to detail with a commitment to operational excellence.

Customer-first mindset combined with sound commercial judgment.

Ability to represent the North American customer perspective while partnering closely with global business partners to drive operational excellence.

Compensation and Benefits

The hourly pay range estimated for this position based in Minnesota is $16.86$25.29.

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 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
• Retirement 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

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.